The “881” Call Center of the Ministry of Justice serves to objectively investigate and respond to appeals, conduct analyses to improve activities, and increase citizen satisfaction.
According to the Ministry’s Press Service to Elchi.az, the Call Center continuously answers and directs citizens’ appeals in all areas of the Ministry’s activities during working hours.
During January, out of 14,600 appeals received by the “881” Call Center regarding the application of amnesty, execution of court decisions, notary services, registration, penitentiary field, activities of municipalities, forensic examination, probation, and other relevant areas, 14,344 were answered. The service level provided to citizens (the percentage of incoming calls answered within 30 seconds) was 90.43 percent, and the average service time per call was 2 minutes and 10 seconds.
In addition, along with directly answering appeals at the Call Center, 256 missed calls were contacted back during the month using interactive voice menus, “callback” and “call order” services through software that reflects the latest innovative solutions, and answers to the questions of 445 citizens who applied on non-business days were provided.
To assess the quality of service, citizens receive an SMS from the Call Center after the call ends. Citizens can evaluate the service provided by clicking on the link in the SMS, answering short questions, and writing additional comments.
The Ministry of Justice continuously takes measures to develop the Call Center, organize it in accordance with the requirements of legislation and modern standards, and increase citizen satisfaction, efficiency, and the quality of service provided.