The new call centre located at the Ceylinco Life branch in Jaffna is staffed by six operators, four dedicated to outgoing calls and two handling incoming calls.
The Company said the decentralisation of call centre operations to several key locations would resolve challenges such as recruiting and retaining staff, and be more effective in finding staff with the required language proficiency. Regional call centres also reduce costs and stress for employees.
The new call centre in Jaffna is also expected to increase efficiency in handling calls from Tamil-speaking customers by reducing wait times, the Company added.
Ceylinco Life’s central Contact Centre Colombo handles all queries via its hotline 0112461461.
The Company also offers the option of submitting queries via its WhatsApp and Viber accounts on 077 5776556, and via the interactive chatbot ‘Ceylena’ available 24 hours of the day on the Company’s website.
Adjudged Sri Lanka’s ‘Brand of the Year’ and ‘Service Brand of the Year’ by the Sri Lanka Institute of Marketing (SLIM) and ‘Best Life Insurer in Sri Lanka’ by World Finance for the ninth consecutive year in 2022, Ceylinco Life was conferred the ‘Peoples Life Insurance Service Provider of the Year’ title at 2023 SLIM Kantar Peoples Awards for the 17th consecutive year, and was recently named one of the 10 Most Admired Companies in Sri Lanka.
Ceylinco Life has been the country’s leading life insurer for more than half of the 35 years it has been in existence.
The Company was also ranked the ‘Most Valuable Insurance Brand in Sri Lanka’ across both life and general insurance categories by Brand Finance in 2023 and certified a ‘Great Workplace’ in Sri Lanka for the third consecutive year in 2022.
Ceylinco Life has close to a million lives covered by active policies and provides innovative life insurance solutions which offer protection while de-risking the goals and ambitions of the Company’s policyholders.
Photo caption The staff of Ceylinco Life’s new call centre in Jaffna.