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They are our “reason to be”. Fulfilling their communications
needs has been our core business over the years. We are truly
proud to serve customers from every walk of life. The variety
of need that they bring to the table keeps us providing optimum
solutions, whether they be a simple telephone connection, or
a sophisticated multi-point, multi-product offer.
Forging relationships, going the extra mile to serve their needs
and retaining their custom have been all important areas of
focus for SLT over the years. The importance of these endeavours
are paramount, situated as we are at the core of a highly competitive
industry.
SLT has carried forward many initiatives designed to provide
customers access to the Company’s full range of products
and services
with greater facility and convenience than before.
The SLT Call Centre - A One Call,
One-Stop Solutions Provider
Responding to consumer queries in all their variety is important
in any business. For SLT, we took this basic need a few steps
further by asking ourselves what we needed to do, to make it
easier for the customer to ask a question and get a definitive
answer.
Thus was born the Call Centre concept in 2003. We envisaged
a modern, customer centric call centre equipped to handle and
respond to a wide variety of customer queries promptly and with
little or no comebacks.
In the past, SLT offered several service numbers, each specific
to an area of query such as billing, fault reporting, generation
of alarm calls, assisted international and trunk calls, telegrams,
etc. The Company realised that, while such a system had its
merits in a different “world”, modern communications
demanded a very different approach.
The Company then restructured and consolidated the former system
into a single, integrated call centre, where the customer need
only dial any of the service numbers and, irrespective of the
former area of business dealt with, the SLT staff would handle
any query to resolution. The Company trained staff to respond
to a variety of queries and where they were unable to do so,
they could channel the query to someone who could.
SLT is taking this concept into its second phase of development
through the commissioning of three call centres in Galle, Kandy
and Anuradhapura.
Further upgrade will also involve the introduction of a Computer
Telephone Integration system that will automatically channel
customer queries to the three main areas of Fault Rectification,
Billing Inquiries and Directory Information.
Teleshops, RTOs and OPMCs
SLT has established several other points of communication with
its customers. The Company’s Teleshop network, which stands
at 23 today, provides the customer with a single location at
which a multitude of needs could be met. Payment of bills, lodging
of complaints, registering for a new telephone or investing
in new telecommunications equipment can now all be handled under
one roof, in really a really comfortable and modern environment.
Likewise the Company has transformed its 35 RTOs into more customer
friendly and efficient locations providing a variety of services
such as sales, service/maintenance, billing and collection.
The RTOs have today become centres of comfort, satisfaction
and productivity, where renovation and automation together with
empowerment have transformed the service they provide to the
public.
Whilst the Teleshops and RTOs directly interact with the public,
our OPMCs (Outside Plant Maintenance Centres) which is a relatively
new concept to Sri Lanka, sees the centralisation of key maintenance
resources in key locations facilitating rapid deployment of
services to the customer. The concept has already been described
in our CEO’s review.
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