“199" Call Center works by preparing monthly plans in line with complaint investigation, software, social networks, participation, quality control and structure formation.

Azerishiq OJSC has established a modern system with the application of advanced technologies to increase transparency, accountability and customer satisfaction in social services.

The "Smart Networks Management Center" implemented by "Azerishiq" OJSC for the first time in the country has been built in the substation area and is ready for operation. With the application of advanced technologies, a modern system has been established in the Center. The "Unified Management Center" and "Unified Call Center" created to ensure the coordination of the 4 Automatic Management Centers put into use in the regions and the centers of the same name that will be created in the regions in the future have been integrated into this new system. With the mentioned "Call Center" it is possible to place or obtain information interactively on the map, which is applied for the first time in Azerbaijan. It is possible to monitor the newly installed Complete Transformer Stations (CTM), their number, location, and technical indicators on the electronic map. The substation is connected to the circuit and controlled by the Central Dispatch Service through the SCADA system. The Call Center determines the accident location of the incoming request on the map using the mobile operator and subscription code and transmits a signal to the system. Through the SCADA system, the area where there is an interruption in the power supply is supplied with electricity from an alternative source for a few seconds through a single platform. In parallel, a brigade is sent to the area by the Electric Network to the accident site. Thus, the Call Center, the SCADA system and the Electric Network implement the requests received through the integrated Unified Platform and Map in parallel.

1. Software: The "Ticketing" software included in the Call Center for receiving and investigating complaints has been improved. The Call Center is in close contact with the Regional Electricity Supply and Sales Offices through the program. All appeals and complaints are registered and maintained through this application. UCC has been changed.

2. Investigation of complaints: Complaints are handled by a separate staff member. Complaints and objections are submitted to the Call Center, social networks, WhatsApp and electronic applications, which are reviewed one by one, action is taken and problematic issues are presented to the management. Customer satisfaction and honesty are our most important commitments.

3. Social networks: Complaints received through social networks are forwarded to the "Investigation of Complaints and Appeals" department for review and resolution. All information regarding the dissemination of "Azerishiq" OJSC in social networks is monitored and responded to in a reinforced manner.

4. Quality control: The calls received by the Call Center are listened to and the work performed by the Center's operators, as well as the employees of the "Investigation of Complaints and Appeals" department, is evaluated according to the relevant criteria, and a report of the work done is made.

5. Attendance and discipline: Employee attendance is monitored daily.

6. Formation of the structure: Young personnel are selected from the "Personnel Reserve Bank" and recruited.

Our main responsibility is to immediately investigate and respond to complaints and objections received by the Call Center through all channels, and to provide the subscriber with the highest level of service.