Average wait duration for call center
is reduced to 14 seconds
“142” Call Center under the Ministry of Labor and Social Protection of the Population responded to 1.2 million citizen inquiries this year.
Applications include social security, disability and rehabilitation, housing and car provision, labor relations, involvement in active employment programs, social services, and other related issues.
The process of responding to requests was continuously monitored to ensure it is effective, efficient and high quality. Each inquiry was investigated, and appropriate measures were taken based on the results, and legal explanations and information were given about the requests.
The average waiting time for answering calls to the "142" Call Center continues to decrease and it is currently 14 seconds. The satisfaction level of citizens with the "142" Call Center is 93.4 percent.
From October 1, 2024, citizens can also receive the result of the investigation on their appeal to the “142” Call Center via SMS notification with their consent and request.
Improvements to the interactive voice response (IVR) service in the call center were also carried out. Services for learning the current status of applications related to targeted social assistance, benefits for childbirth, disability designation as well as explanation of the legal framework for different types of social security applications were digitized.
As a result, people applying to the Call center can now listen to information through an audio menu, after selecting the relevant service, both during working and non-working hours, without connecting to the operator.
The goal is to provide more flexible electronic responses to simple requests, frequently asked questions, and calls that do not require direct operator assistance.
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