Baku Telephone Communications Production Association launches new service centres (PHOTOS)
Baku Telephone Communications Production Association (BTCPA) of the Ministry of Communications and High Technologies has launched a call centre for prompt handling of subscribers’ appeals and a network operation centre for exercising control over the network. The call centre allows subscribers in Baku to get information on all services from a single centre.
By dialling 155, users can make an appeal, request or complaint with regard to the operation of BTCPA’s network. After processing promptly the subscriber's appeal, the centre forwards it directly to the relevant subdivision
The centre’s activities include the management of the question-and-answer database, creation of an evaluation system, preparation of performance schemes for simplifying and shortening application processing procedures and the automatic distribution of calls. There is also the service deadline control system at the centre.
At the same time, the call centre will periodically inform subscribers about the ongoing campaigns and available services. Note that previously subscribers appealed to different centres using different phone numbers to complain about the work of the internet or to book a service call. And this created difficulties in coordinating services, determining service quality and carrying out necessary activities to meet customers’ satisfaction.
The system makes it possible to monitor IP, voice and transmission networks, and internet traffic at the network operation centre. The control mechanism responds immediately to any problems that may arise.
The new system, built by BTCPA, creates conditions for the integrated management of all functioning network elements from a single centre. By automating the network management function, the system ensures the stable operation of the network.
And this, in turn, helps to timely and efficiently prevent loss of time and force majeure situations. The network operation centre and the call centre work together in an interactive mode. Thus, if there appears any problem in the network, the employees of the centre learn about it before the subscriber. And they immediately inform both the engineers and the call centre of the problem.
From now on, all telephone and internet – related problems encountered by the residents of Baku will be resolved within a short period of time. All the citizen will need is to call 155 and report the problem.
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