Etisalat, one of the primary network providers in Sri Lanka has been awarded the achievement for best service level delivered call center by the Telecommunication Regulatory Commission of Sri Lanka (TRCSL). Etisalat is given the award by being the best mobile telephony operators for a period of three consecutive quarters.
When asked about the award, Erash Fernando, Senior Manager – Customer Operations, Etisalat Lanka explained that Etisalat’s motto is “it’s no Game, it’s No Magic, and it’s all about team work”. The team over at Etisalat’s HQ have worked tirelessly to be attentive to all inquiries and complaints received via via calls, emails or social media from their customer base. Erash went on to say that all inquiries are attended to as fast as possible and also extended his gratitude to all who contributed towards securing this achievement.
The achievement essentially showcases Etisalat’s standards and performance of their Call Centres as having the fastest call answering mechanism through selected agents. According to the report issued by the Telecommunication Regulatory Commission of Sri Lanka on their ‘Quality of Service’ (QoS) Reports, Etisalat has continued to strive towards keeping up this standard of in quality of performance throughout the last quarter.
The performance of said service levels are scrutinized each and every day via a complex platform that shows live data of the number of calls in queue. The achievement was all thanks to the contribution from the team and support extended by the call center staff of Etisalat Sri Lanka, striving together to provide assistance in all three languages to customer inquiries.
Believe it or not, Etisalat has had 25 years of market presence for the year 2017, and they are constantly on the lookout to provide personalized attention to their customers. The quarterly benchmarks from TRCSL evaluating the Quality of Service for Call Centres has driven the mobile telephony call centres in the country to perk up their KPI or Key Performance Indicators whilst improving turnaround time and first contact resolution.
We congratulate Etisalat on a job well done and wish them all the best for their future endeavors.
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