Suntel’s tech-savvy call centres in Kandy, Colombo

Suntel, dubbed Sri Lanka’s fastest growing telecommunications network, recently signed an agreement with DMS Electronics to set up a Work Force Management (WFM) system to further grow its call centre operations in both Kandy and Colombo.

This significant step was made by Suntel in its efforts to further expand the call centre operations and enhance customer service and quality, the company said.

It said the latest system that Suntel’s call centre will be equipped with is an advanced tool used in contact and call centre management to improve both efficiency and quality of service.

The key functional areas of the WFM system is to automate cumbersome work which is usually done manually and provide accuracy in forecasting, which in turn would help managers to appoint the right number of agents required to service customers, whilst also achieving service efficiency in all service segments. It is also a tool for measuring productivity and enhancements with the ability to match agent’s skills with customer requirements. With this software agents will have the flexibility to view their rosters in advance and plan their leave without having an impact on the company in the event of a sudden shift change and thus supports a good working environment within the call centre staff.

Work Force Management (WFM) acts as an added advantage when converging Colombo and Kandy call centres with ease. This system together with Customer Care Information System works in sync to provide the correct tools for management to monitor service quality which is one of Suntel’s main focus areas for this year with a view to improving the quality standards and service offered by the company.