Ceylinco Life has opened a call centre in Jaffna to better serve Tamil-speaking customers and to eliminate the need for employees to relocate to work at the Company’s centralised Contact Centre in Colombo.
The new call centre at the Ceylinco Life branch in Jaffna is staffed by six operators, four dedicated to outgoing calls and two handling incoming calls.
The Company said the decentralisation of call centre operations to several key locations would resolve challenges such as recruiting and retaining staff, and be more effective in finding staff with the language proficiency. Regional call centres also reduce costs and stress for employees.
The new call centre in Jaffna is also expected to increase efficiency in handling calls from Tamil-speaking customers by reducing wait times, a company spokesman said.
Ceylinco Life’s central Contact Centre Colombo handles all queries via its hotline. The Company also offers the option of submitting queries via its WhatsApp and Viber accounts, and via the interactive chatbot ‘Ceylena’ available 24 hours of the day on the Company’s website.
