| |
|
|
Customer Convenience |
At the heart of our commitment to place customers at the heart of business and in our quest to deliver ever-evolving standards of customer care and convenience lies a fully-developed structure of offices delivering a gamut of services - from sales and marketing, through to technical assistance, installation and maintenance and back-up.
By end of December 2008, the Company had a total of 22 Teleshops and 3 Tele Bureaus, in operation, across the island. The Teleshop network is the key distribution channel for all SLT products and services.
There is even an On-line Teleshop accessed via our web address www.slt.lk.
The Company also operates 34 Regional Telecommunications Offices.
 |
|
|
| Outside Plant Maintenance Centres (OPMCs) were further expanded across the country in the year under review |
Handling the installation and maintenance of the Company’s technical assets in the respective regions is a network of Outside Plant Maintenance Centres (OPMCs). As at the year under review, there are 15 OPMCs situated in Narahenpita, Ratmalana, Biyagama, Ragama, Negombo, Kandy, Kurunegala, Anuradhapura, Panadura, Matara, Avissawella, Bandarawela, Trincomalee, Batticaloa and Jaffna, with a further 19 mini-OPMCs spread across the Island.
Another area where the Company has made significant gains is in CDMA Fault Clearance. A comprehensive process begins with the adoption of a clear-cut Operational and Maintenance Policy. Thus an optimised process for inventory control as well as materials management is in place.
This is augmented with the introduction of a fully mobile service team, delivering doorstep service to our customers.
Several other measures such as network optimisation, signal improvement, regular customer awareness programmes, service upgrades at our Call Centres and improvements in Billing cycles also augment our CDMA service to the customer.
Also during the year, SLT added to its network of Call Centres located in key cities around the country, with the opening of a centre in Matara. This is the fifth centre, with the others located in Colombo, Kandy, Galle and Anuradhapura.
These centres are points of state of the art, customer focussed problem solving across a wide area of query. We are constantly upgrading skill and process levels through such initiatives as e-learning opportunities, quality assurance systems and process review programmes.
High Standards… Top Quality - 2008
- Action initiated to implement ISO 9001:2000 Quality Management System across Support Services and some Customer Interface Points.
- Quality Policy developed and communicated to all employees.
- SLT Annual Quality Convention held in October 2008.
- 3 winning Continuous Improvement teams and 1 Quality Circle will take part at the National Quality Competition in 2009.
|
|
The Company continues to pursue strategic liaisons with reputed external organisations to expand its distribution channels.
SLT’s ongoing liaison with PC House, one of Sri Lanka’s leading IT solutions providers, sees the Company’s broadband products being marketed through over 40 PC House branches across the country, including many areas in the North and East. All other prepaid retailing services are enabled via private and individual business entities. This extensive choice of accession points across a wide geographic sweep reinforces the substantial size and reach of our dealer network.
Further, SLT offers greater convenience to customers in terms of payment of bills via a network of almost all Banks, both State and Private Sector, where payment methods range from traditional counter service to phone banking, ATM services and Internet banking.
 |
|
 |
| Upgrades at our call centres were initiated in order to enhance
customer service |
|
The Company continues to pursue strategic liaisons with reputed external organisations to expand its distribution channels |
|
| |
|
|
