Airtel sets the gold standard in customer service among SL telcos

Wednesday, 24 March 2021 00:00 - - {{hitsCtrl.values.hits}}

Airtel Lanka has achieved the best performance on Customer Service parameters as per the Quality of Service (QoS) survey conducted by the Telecommunications Regulatory Commission of Sri Lanka (TRCSL) for the first two quarters of 2020. This recognition is for the service during Sri Lanka’s initial lockdown period and the transition to a ‘Work from Home’ ecosystem. For Airtel, this also meant remote working for their ‘Call Centre’ associates, a set-up that was not tried before.

“We at Airtel want to ensure that a seamless service culture remains at our core which is lived, pursued and refined by everyone in the company. With benchmark world-class customer service, we aim to enrich the lives of our customers. Sustaining this goal and reaching new heights would not have been possible without a dedicated team who propelled this service standard beyond international benchmarks while adapting to the new normal,” stated Airtel CEO and Managing Director Ashish Chandra.

According to the latest report by the TRCSL, between the months of January-June 2020, Airtel Lanka exceled in Customer Service parameters. Similarly, the telco is leading in the ‘IVR Initial Response Time’, ‘Initial Human Operator Response Time after the IVR system refers the call for operator assistance’ and ‘Bill Correctness Complaints Resolution Time’ parameters.

The ‘Quality of Service Comparison Report for Mobile Telephone Services’ evaluates mobile operators on the quality of their network and customer service relative to the pre-set standards established by the TRCSL. These standards are set in accordance with the standards established by the international bodies.

The report is circulated among Sri Lanka’s operators for their information and further development of the set parameters. The purpose of this report is to benchmark the QoS parameters commonly monitored by mobile operators on a quarterly basis.