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News : SriLankan Airlines Call Centre to be Run by Malaysia's Scicom
Katunayake, Sri Lanka, Sept 7, 2016 -- State-run SriLankan Airlines said its global call centre has been upgraded, with operations being handed over to Scicom, a Malaysia-based firm that is already servicing companies in Sri Lanka.
The call centre will make it easier for customers and frequent flyer program members to get service, Chairman Ajith Dias said.
In addition to Sinhala, Tamil and English speaking agents, the call centre will also have Mandarin language support, as Chinese customers are on the rise.
It will have skype, social media monitoring service and upgraded reporting and data generation backed by a modern call centre platform, the firm said.
SriLankan Airlines' call centre was earlier operated by HelloCorp, which was bought by ex-President Mahinda Rajapaksa's son Namal, with funds whose origin is the subject of a criminal probe.
The contract ended in August 2016, officials said.
Posted by Veronica Silva Cusi, news correspondent
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Scicom is one of the largest contact centre outsourcing service providers in Malaysia, having provided services for some of the largest global MNC’s in the world. We have experience in all areas of contact centre operations, including outsource and in-source operations, training, consulting, quality management and certification services.Scicom currently manages customer interactions in 40 languages, covering over 89 countries and delivering "Total Customer Delight" to over 40 million customers worldwide.
Published: Friday, September 9, 2016