SLT-Mobitel Customer Contact Centre first in Asia to receive ISO 18295-1:2017 certification

• Also awarded ISO 9001:2015 for Quality Management Standards

Reinforcing customer-centricity in providing excellent services, SLT-Mobitel Mobile has become the first in Asia to receive the international ISO 18295-1:2017 quality standard for its Customer Contact Centre (CCC) operations recently. Additionally, SLT-Mobitel was also awarded ISO 9001:2015 for demonstrated ability to meet customer, statutory and regulatory standards.

ISO 18295 specifies requirements and standards applicable for any customer interaction with a CCC. The standard contributes to creating efficient customer service, providing clients and customers with services that continuously and proactively meet or exceed their needs. 

Commenting on the recognition, Mobitel Ltd. Senior General Manager, Customer Care Jean Fernandez said: “We are privileged and honoured to be recognised as the first Mobile network in Asia to receive the ISO 18295 certification. These recognitions are a testament to our expertise and untiring dedication to constantly evolve and improve our processes and services to meet the highest international standards. While we strive to serve our valued stakeholders better every day, we continue to explore new avenues to bring in the international level of service whilst keeping the local flavour to provide our valued customers a unique service experience.”

Ensuring reliable and consistent service, even during COVID-19, SLT-Mobitel recognised that contact centre staff was the frontline of customer service, and key to preserving business continuity. The company swiftly introduced a mobile call centre concept enabling frontline staff to effectively respond to customer queries from home.

Commenting on the awarding of the certifications to Mobitel, Bureau Veritas Lanka Ltd. Country General Manager Shan Nanayakkara stated, “Quality management is at the root of the success of high-performing businesses. Companies with a national presence are expected to deliver consistent quality in products and services, especially in a competitive environment. The commitment shown by Mobitel Ltd. to improve customer satisfaction, boost organisational efficiency, and to achieve continual improvement, seals its reputation for quality and signals its leadership in the industry.”

Adding another milestone, SLT-Mobitel Mobile demonstrated commitment to quality and the focus of meeting customer needs by successfully completing the rigorous ISO 9001:2015 audit process and achieving certification. Through this certification, SLT-Mobitel assures customers of enhanced satisfaction conforming to applicable statutory and regulatory requirements.

For SLT-Mobitel, these prestigious certifications are not simply about compliance but building a culture of operational excellence for customers through continual improvement and the final objective of unmatched customer service.