Telecom opens fifth call centre in Matara

Sri Lanka Telecom (SLT), strengthened its services and broadened its reach by adding a new centre in Matara to its network of call centres. The network comprises of a main centre in Colombo and regional centres in Kandy, Galle, Anuradhapura and Matara.

SLT Call Centres have become an integral part of today's communication business, with its chain developing itself towards becoming a one stop contact centre for the customer, irrespective of the medium of communication used - voice, email, web, fax, text etc, in all three languages.

Offering customer focused problem solving over a wide area of queries, it handles directory assistance, customer queries on fixed line, broadband Internet, business solutions, data solutions as well as global services.

During the past few years, SLT took steps to streamline and develop infrastructure, personnel and processes.

The company has introduced an e-Learning system and a Quality Assurance system, which have helped raise capabilities and standards significantly. It has also initiated a Process Review, which is currently ongoing and is expected to further raise the level of our customer services.

Amongst these initiatives is the launching of the e-Learning programme in 2006, whereby call centre officers are trained to deliver consistent customer service through the enhancement of their professional capabilities, competencies and character.

This initiative is an effective way of disseminating information and enhancing performance throughout the organizational network. It also helps the company to develop the highest standard of service quality and retain its competitiveness within the industry.