Call Centre Services

Range Of Services

Exetel Communications (Pvt) Ltd is able to provide a range of back end/call centre services to technology and other businesses in Australia and New Zealand. Exetel's capabilities extend across:

  1. Customer Set Up And End User Problem Solving
  2. Provider Fault Resolution Reporting And Tracking
  3. Customer Billing Query And Resolution
  4. New Sales Enquiries
  5. New Service Tracking

Exetel has built highly sophisticated and sensitively controlled sales and service provision and problem resolution processes over a period of seven years in Australia and has transferred those capabilities to a Sri Lankan based company.

Initially the Sri Lankan company employed personnel to provide all of the inbound telephone and email support, account resolution and sales services for Exetel Pty Ltd's 100,000 customers which required the effective transfer of the required personnel selection, training and management skills from the Australian company.

This has been accomplished and all of the required processes and systems to maintain and expand these processes have been put in place and proven to be as effective as providing those same services using Australian based resources. Exetel Comunication (Pvt) Ltd is able to provide the same very high levels of professional customer sales and support services to any Australian and New Zealand company that has defined procedures and processes and is looking for ways of providing those services at a much reduced cost without, in any way, reducing the end user perceived levels of helpfulness and professionalism.

Methods Of Delivery - In Bound Telephone Services

There are three ways of terminating inbound telephone calls in Sri Lanka that are currently answered in an Australian call centre:

  1. The inbound 1300 number can switch the calls from the customers PBX via outbound lines paying whatever call rates to Sri Lanka the client has negotiated to a nominated telephone number in Colombo. This allows the client to maintain 'listening' capabilities on all or any calls to allow whatever quality of service checking the client requires to be done using the standard PBX facilities they currently have in place.
  2. The inbound 1300 number can switch the calls from the customers PBX via VoIP to a nominated number in Colombo paying only VoIP rates to Sri Lanka that the client has negotiated with a VoIP provider. This allows the client to maintain 'listening' capabilities on all or any calls to allow whatever quality of service checking the client requires to be done using the standard PBX facilities they currently have in place.
  3. The inbound 1300 number can be terminated on Exetel's Australian switch that will then use VoIP to switch the calls to Exetel Colombo at no cost to the client. 'Listening' facilities can be provided to the client by Exetel at a small monthly charge but the client is responsible for putting in place their end of these facilities.

Methods Of Delivery - In Bound Email Services

There are several ways of providing email support and sales services. The two most suitable are:

  1. The client nominates a range of email addresses that are automatically forwarded to the equivalent addresses at Exetel Colombo. An Exetel person replies to each email directly to the enquirer automatically copying the client's email address on each reply.
  2. The client provides Exetel Colombo with access to its 'ticket control system' (on a read email only basis) and the emails are responded to from this system thereby automatically responding and adding the response to the 'ticket'.

Costs Of Remote Call Centre Services

Obviously a detailed discussion needs to take place defining exactly what's required by the client and how it's to be delivered before any formal quotation can be provided. So that a base estimate of whether you should consider Exetel for the supply of your out sourced call centre services can be made the cost elements of providing call centre services are based on the following, not fully inclusive, charges:

  1. Services based on hourly rates - $A15.00 per hour
  2. Services based on 8 hour shift daily rates - $A100.00 per day

The charges above include all supervision and outbound communication costs. Training hours/days to bring the Exetel personnel up to the client's standard of competence and knowledge are chargeable at the same rates and the amount of training required will depend on the individual client's requirements and complexity of the work.

More Information

If you would like more information on the out sourced call centre services provided by Exetel Communications (Pvt) Ltd please email:

info@exetel.com.lk