Introduction
Welcome to our article about in Sri Lanka call center. If you’re considering outsourcing your customer support or looking for a job in the call center industry, this article is for you. Sri Lanka has emerged as a leading destination for call centers, thanks to its highly skilled workforce, favorable business environment, and competitive labor costs. In this article, we’ll take a deep dive into the Sri Lankan call center market and provide you with all the information you need to make informed decisions.
👉 First, let’s look at some basic facts about Sri Lanka.
Sri Lanka at a Glance
| Capital | Colombo |
|---|---|
| Population | 21.5 million (2021) |
| Official Languages | Sinhala, Tamil, English |
| Currency | Sri Lankan Rupee (LKR) |
Why Sri Lanka for Call Centers?
Sri Lanka has become a popular destination for call centers due to several factors:
- Highly skilled English-speaking workforce
- Favorable business environment and government policies
- Competitive labor costs
- Modern infrastructure and technology
- Proximity to major markets such as India and the Middle East
These factors have attracted major global companies like HSBC, WNS, and Dialog Axiata to establish call centers in Sri Lanka.
Types of Call Centers in Sri Lanka
There are several types of call centers in Sri Lanka, catering to different industries and sectors. These include:
- Inbound call centers
- Outbound call centers
- Technical support centers
- Sales and marketing centers
Each type of call center has its own requirements and demands, but all of them rely on the same core competencies: strong communication skills, customer-oriented approach, and problem-solving abilities.
Benefits of Outsourcing to Sri Lanka Call Centers
Outsourcing your customer support or other business processes to Sri Lankan call centers can provide several benefits:
- Cost savings: Sri Lankan labor costs are significantly lower than in most Western countries.
- Quality: Sri Lankan call centers are known for their high-quality services and skilled workforce.
- Scalability: Call centers in Sri Lanka can quickly scale up or down to meet your business needs.
- Time zone advantages: Sri Lanka is in a favorable time zone for businesses in Europe, the Middle East, and Asia.
Now that we’ve looked at some of the basics, let’s dig deeper into the Sri Lankan call center industry.
In Sri Lanka Call Center Industry Overview
Size and Growth
The Sri Lankan call center industry has been growing steadily over the past few years. According to the Sri Lanka Association of Software and Service Companies (SLASSCOM), the industry has grown by an average of 10-15% annually, with revenue of USD 1.2 billion in 2020. It is projected to reach USD 2 billion by 2025.
Major Players
Several major players dominate the Sri Lankan call center market. These include:
- Dialog Axiata
- WNS Global Services
- HSBC
- HCL Technologies
- Flexport
These companies employ thousands of workers in Sri Lanka and provide services to clients around the world.
Workforce
The Sri Lankan call center workforce is highly educated and skilled, with a focus on English language proficiency. Most call center workers have at least a high school education, and many have college degrees in fields like business, IT, and English. The workforce is also young, with a median age of 29, and highly diverse, with workers from different regions, religions, and ethnicities.
Training and Development
Call centers in Sri Lanka invest heavily in training and development to ensure their workers have the skills and knowledge they need to provide high-quality services. This includes initial onboarding, ongoing training, and career development opportunities. Many call center workers in Sri Lanka have the opportunity to advance into management or leadership roles.
Challenges and Opportunities
Like any industry, the Sri Lankan call center market faces both challenges and opportunities. Some of the main challenges include:
- Competition from other countries like India and the Philippines
- Lack of local demand for call center services
- High employee turnover rates
However, there are also many opportunities for growth and innovation, such as:
- Expanding into new markets like healthcare, finance, and e-commerce
- Investing in new technologies like AI and automation
- Partnering with local universities and training institutes to develop new talent
Now that we’ve looked at the industry overview, let’s answer some frequently asked questions about in Sri Lanka call center.
Frequently Asked Questions
1. What is a call center?
A call center is a centralized office or facility that handles large volumes of incoming or outgoing customer calls for an organization.
2. What types of services are provided by Sri Lankan call centers?
Sri Lankan call centers provide a wide range of services, including customer support, technical support, sales and marketing, data entry, and more.
3. What are the benefits of outsourcing to Sri Lankan call centers?
The benefits of outsourcing to Sri Lankan call centers include cost savings, high-quality services, scalability, and favorable time zone advantages.
4. What qualifications do I need to work in a Sri Lankan call center?
Most call centers in Sri Lanka require at least a high school diploma and strong English language skills. Some call centers may also require additional qualifications or experience in specific fields.
5. What is the average salary for a call center worker in Sri Lanka?
The average salary for a call center worker in Sri Lanka varies depending on the position and experience level, but typically ranges from LKR 30,000 to LKR 70,000 per month.
6. How can I find a job in a Sri Lankan call center?
You can find job openings in Sri Lankan call centers through online job portals, recruitment agencies, or direct application to call center companies.
7. What are the working hours for call center workers in Sri Lanka?
Working hours for call center workers in Sri Lanka vary depending on the company and job role. Many call center workers work in shifts or have flexible schedules to accommodate different time zones.
8. What is the turnover rate for call center workers in Sri Lanka?
The turnover rate for call center workers in Sri Lanka is high, with some estimates suggesting a rate of around 20-25%. This is due to factors like competition from other countries and the demanding nature of the job.
9. What languages are spoken in Sri Lankan call centers?
English is the primary language spoken in Sri Lankan call centers, but many call centers also have workers who speak Tamil and other local languages.
10. What is the future outlook for the Sri Lankan call center industry?
The future outlook for the Sri Lankan call center industry is positive, with strong growth expected in the coming years. The industry is likely to continue to expand into new markets and technologies, creating new opportunities for workers and businesses.
11. How can I ensure high-quality services from a Sri Lankan call center?
You can ensure high-quality services from a Sri Lankan call center by choosing a reputable company with a strong track record, providing clear guidelines and expectations, and maintaining good communication and feedback channels.
12. What are some common challenges faced by Sri Lankan call centers?
Some common challenges faced by Sri Lankan call centers include competition from other countries, rising labor costs, and lack of local demand for call center services.
13. How can Sri Lankan call centers stay competitive in the global market?
Sri Lankan call centers can stay competitive in the global market by investing in new technologies and training, focusing on quality and customer experience, and diversifying into new markets and services.
Conclusion
In conclusion, Sri Lanka is a prime destination for call centers, offering a skilled workforce, favorable business environment, and competitive labor costs. The Sri Lankan call center industry is growing and evolving, with many opportunities for businesses and workers alike. If you’re considering outsourcing your customer support or other business processes to Sri Lanka, or interested in working in a call center, we hope this article has provided you with valuable information and insights.
👉 Don’t hesitate to take action and explore the possibilities of in Sri Lanka call center today.
Closing Statement With Disclaimer
This article is for informational purposes only and does not constitute professional advice. The views and opinions expressed in this article are those of the author and do not necessarily reflect the official policy or position of any company or organization mentioned. Readers are advised to seek professional advice before making any decisions based on the information provided in this article.