Comprehensive Call Centre and Customer Contact Centre Services in Sri Lanka
Call Centre and Customer Experience (CX) Centre Services
Our Call Centre and Customer Contact Centre services enable organizations to manage customer interactions efficiently across voice and non-voice channels. We support businesses in handling customer inquiries, complaints, service requests, appointments and outbound customer engagement, while maintaining consistent service standards and accurate reporting.
Technology We Use
Infomate's CX Centre runs on a secure, integrated technology stack that connects every channel, system and team.
The result is faster response, consistent service quality, and full visibility of performance for our clients.
Our platforms are configured around each client's requirements and connect with your existing systems, so you do not need to replace what already works.
Technology layers and the services supported
Customer layer
- Voice
- Social media [chat, SMS]
Engagement layer
- Contact centre platform
- Dialer
- IVR
- Digital desk
- CRM and ticketing
- Knowledge base
AI layer
- Chatbot
- Voice bot
- Agent assist
- Analytics
Management layer
- Workforce management
- Quality
- MIS dashboards
Foundation layer
- Integrations
- Security
- Resilience
AI Capability
At Infomate, AI works alongside our people. It resolves routine requests instantly, helps our agents respond faster and more accurately, and turns every interaction into insight. Complex and sensitive matters always go to a trained agent.
AI that serves our customers
Multilingual AI Chatbot.
24/7 on web, WhatsApp and social channels in Sinhala, Tamil and English.
Smart IVR and Voice Bot.
Routine and after-hours queries by voice and routes everything else to the right team.
AI that supports our agents
Agent Assist.
Surfaces the right answer from the knowledge base during a live interaction.
Automatic summaries.
Produces automatic call summaries and dispositions.
AI that gives us insight
Quality and Insight Analytics.
flags compliance and quality gaps, and tracks customer sentiment and emerging issues and feed our MIS reports and your management reviews.
Industries
Industries We Serve
Our global reach and local expertise position us uniquely to deliver solutions that resonate with businesses operating in diverse cultural and economic environments. Here are some of the industries that we work with:
Our Regions
Our global clientele spans across 4 continents, namely :
North America
(USA, Canada)
Europe
(UK, Norway, Denmark, Sweden)
Oceania
(Australia, New Zealand)
Asia
(Sri Lanka, Saudi Arabia)
The businesses we serve are spread across multiple industries including retail, manufacturing, real estate, leisure, technology, logistics, agriculture and finance.
Our teams are quite accustomed to the different time zones, languages, cultures and customs of the countries. Each of these countries has its own laws and regulations around accounting standards and business best practices. The knowledge we have accumulated around these over the years enables us to seamlessly integrate with their internal teams and deliver top-notch results.
Our services include
Voice and Non-Voice Customer Support
We manage inbound customer interactions across voice and digital channels, addressing inquiries related to products and services, availability, pricing, promotions, appointments and other customer requirements.
Customer Complaint Handling
Our teams receive, record and route customer complaints to the relevant departments, while providing first-level assistance based on approved knowledge bases and escalating matters requiring further support.
Service Bookings and Appointments
We support customers with service-related bookings and appointments by capturing relevant customer and service information, checking availability and coordinating appointments with the relevant teams.
Outbound Customer Engagement
We support outbound calling activities for customer engagement, including promotional campaigns, offers, follow-ups and other business-driven outreach initiatives.
IVR and Call Management
Our contact centre operations can support IVR setup and call routing, call prioritization and call recording to facilitate efficient customer handling and monitoring.
Non-Voice Customer Engagement
In addition to voice interactions, we support digital customer communication channels such as email, WhatsApp and Facebook, Instagram as well as live chat, SMS and back-office support enabling organizations to manage customer inquiries and requests across multiple touchpoints.
MIS and Performance Reporting
We provide daily, weekly and monthly MIS reports to support management visibility into customer interactions, volumes, operational performance and key service metrics.
Through our Call Centre and Customer Contact Centre services, we help organizations enhance customer responsiveness, streamline customer interactions and maintain consistent service delivery across multiple communication channels.
KPI’s we use
|
KPI
|
Formula
|
Benchmark
|
|---|---|---|
|
Average Handle Time (AHT)
|
(Talk Time + Hold Time + After-Call Work) / Calls Handled
|
6-8 min
|
|
First Call Resolution (FCR)
|
(Issues Resolved on First Contact / Total Issues) x 100
|
70-79%
|
|
Customer Satisfaction (CSAT)
|
(Positive Responses / Total Responses) x 100
|
75-85%
|
|
Net Promoter Score (NPS)
|
% Promoters - % Detractors
|
+30 to +50
|
|
Call Abandonment Rate
|
(Abandoned Calls / Total Incoming Calls) x 100
|
5-8%
|
|
Service Level (SL)
|
(Calls Answered Within Threshold / Total Calls) x 100
|
80/20
|
|
Occupancy Rate
|
(Total Handle Time / Total Logged-In Time) x 100
|
80-85%
|
|
Schedule Adherence
|
(Time Worked as Scheduled / Scheduled Time) x 100
|
90-95%
|
|
Shrinkage Rate
|
(Non-Productive Time / Total Paid Time) x 100
|
25-35%
|
|
Agent Utilization Rate
|
(Productive Time / Available Time) x 100
|
85-90%
|