UMS receives over 2 million appeals in half-year

The work with appeals of individuals and legal entities is improving in the Year of dialogue with people and human interests. This mostly concerns the mobile communication sphere, which offers services to over 21.5 million subscribers in Uzbekistan.

UMS, being one of the participants of this market, over the six months of 2017 processed over 2 million appeals of subscribers.

UMS has set forward a goal to correspond all expectations of its subscribers. One of the important directions of this work is the processing of appeals. This is the efficiency and usefulness of the solution of issues that affects the loyalty and satisfaction of subscribers.

UMS subscribers can contact the company using multiple feedback channels. A virtual reception of CEO, call center, official page of the operator on social networks, a contact form on the website, appelas to offices, the mechanism of personal reception of citizens by top-managers and heads of regional units - here is the list of various means of communication with the company representatives. Meantime, the role of virtual reception of the Director General of UMS is huge.

-          Virtual reception was launched on 28 March this year. It has created a convenient opportunity for individuals and legal persons – the UMS subscribers to directly contact the head of the company. It helps them to get exhaustive answers to all questions, to make a proposal and initiative to openly express opinion on a relevant topic. From a technical point of view, virtual reception is implemented as a special section of the website ums.uz. By clicking on a special button, the user gets to the page terms of use, - said Bekmurod Eshonkulov, specialist on subscribers, LLC UMS.

All appeals received through the virtual reception gain official status. Organization of objective and timely consideration of appeals received is provided in accordance with the Law of the Republic of Uzbekistan "On appeals of individuals and legal entities".

The virtual reception since its launch has received over 400 appeals. The average processing time for each appeal is 1 day.

The most popular theme of requests are suggestions and recommendations from customers. About 40% of the proposals are already implemented – these are new tariff plans "Connect" and "Gap Bor", the campaign MEGAbytes, free entrance to several sites.

However, the call-center is considered to be the leader in terms of receiving and processing of appeals. It handles more than 99% of them. Only in 2017, the operators of the center processed more than 700 phone calls.

-          The topics of addresses are different. The vast majority of them are related to services, as various Internet packages and Internet service, free calls within the network, the service "missed call". Subscribers are interested in ways to connect, cost, terms, necessary settings for these options, - said Olga Kim, Head of Informational Department, LLC UMS.

In general, UMS continues to work on appeals of subscribers. In order to create additional convenience for them, the operator has recently launched an official page in social network Instagram. Thus, the company carries out constant work to make its subscribers satisfied with the content and quality of services, through openly expressing their opinions and wishes.