Airtel sets the gold standard in customer service among Lankan telcos

Airtel Lanka has achieved the best performance on Customer Service parameters as per the
Quality of Service (QoS) Survey conducted by Telecommunications Regulatory Commission
of Sri Lanka (TRCSL) for the first two quarters of 2020. This recognition comes during Sri
Lanka’s initial lockdown period and as we all had to transition to a ‘Work from Home’
ecosystem. For Airtel, this also meant remote working for their ‘Call Centre’ associates, a
set-up that was not tried before.
“We at Airtel want to ensure that a seamless service culture remains at our core which is
lived, pursued and refined by everyone in the company. With benchmark world-class
customer service, we aim to enrich the lives of our customers. Sustaining this goal and
reaching new heights would not have been possible without a dedicated team who propelled
this service standard beyond international benchmarks while adapting to the new normal,”
stated Airtel CEO and Managing Director, Ashish Chandra.
According to the latest report by the TRCSL between the months of January to June 2020,
Airtel Lanka exceled in Customer Service parameters. Similarly the telco is leading in the,
‘IVR Initial Response Time’, ‘Initial Human Operator Response Time after the IVR system
refers the call for operator assistance’ and ‘Bill Correctness Complaints Resolution Time’
The ‘Quality of Service Comparison Report for Mobile Telephony Services’ evaluates mobile
operators on the quality of their network and customer service relative to the pre-set
standards established by the TRCSL. These standards are set in accordance with the
standards established by international bodies.
The report is circulated among Sri Lanka’s operators for their information and further
development of the set parameters. The purpose of this report is to benchmark the QoS
parameters commonly monitored by Mobile Operators on a quarterly basis.

About Bharti Airtel Lanka
Bharti Airtel Lanka (Airtel Lanka) commenced commercial operations of services in Sri
Lanka on January 12th, 2009, and was the fastest operator to reach 1 million customers in
the country. With its network footprint panned out across the nation and capturing strategic ranking positions in various areas in less than three years of operations, Airtel has
emerged as Sri Lanka’s fastest expanding network, thus ensuring coverage across the whole
island. Registered under the Board of Investment in Sri Lanka, Airtel provides digital mobile
services which include voice and data services. To learn more: visit

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