Ceylinco Life has expanded and relocated the companyâ€™s Customer Relations Department to better serve the needs of policyholders country-wide.
Now comprising of 48 staff and four units including a company-operated Call Centre that processes about 9,000 calls a month, the Customer Relations Departmentâ€™s new location is No 70, Park Street, Colombo 2, above the recently commissioned TomoTherapy Centre of Ceylinco Healthcare Services Limited.
The four units that make up the department are the Customer Retention Unit, the Sales Support Centre, the Customer Relationship Management Department and the Contact Centre. The introduction of unified multimedia contact centre applications/solutions paves the way for better delivery of comprehensive solutions to customers.
Customers will benefit from the flexibility in services and capacity offered by an on-demand multimedia platform. They are now able to contact Ceylinco Life across a broader range of channels while benefiting from the same consistent class-leading service across all channels including fax, phone, email, Skype, the company said.
â€œProviding end users seamless, integrated customer experience across a wide variety of communication channels will help accommodate the preferences of all demographics and give the same priority and treatment whatever access point is chosen,â€ Ceylinco Lifeâ€™s Managing Director/CEO R. Renganathan said. â€œThis enables us to effectively handle very high call volumes from customers by managing â€˜avalanche scenariosâ€™ in case of sudden surges of requests, for example at times of large scale campaigns. In todayâ€™s competitive business environment, ensuring exceptional customer satisfaction is the key to success and we are proud to be at the forefront of this drive.â€
â€œWith the growth of our policyholder base and the increasingly busy lifestyles of our customers, the role of Customer Relations grows in importance and is continuously evolving,â€ he said. â€œCeylinco Lifeâ€™s commitment to offering policyholders fast and convenient access to information and solutions is reflected in the composition of the Customer Relations Department and the companyâ€™s investments in IT and other facilities.â€
All policy-related information or clarifications required by Ceylinco Life policyholders can be accessed via a single number â€“ 2461461 â€“ which is answered by specially trained staff, 365 days of the year, he said.
Independently rated one of Sri Lankaâ€™s most valuable brands, Ceylinco Life has been the market leader in the countryâ€™s long term insurance sector from 2004 onwards and has more than a million lives covered by its policies. The company operates the largest branch network among local life insurance companies, and has won multiple international and local awards for its commitment to the community and success in brand equity building.