BPO Call Center Companies Sri Lanka

BPO Call center Companies in Sri Lanka

Unlock efficiency and excellence with KrispCall’s BPO call center software in Sri Lanka! Improve customer service, reduce costs, and stay competitive. Streamline communication and compliance with cutting-edge technology.

Make/receive calls to/from the UK with virtual numbers conveniently
Advanced call management features to manage a high volume of calls
Suited for both on-premise and remote working environments
24/7 human support is available
BPO Call center Companies in Sri Lanka

Get Virtual Phone Numbers To Set up Call Center in Sri Lanka

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How to Set up BPO Call Center Company in Sri Lanka?

KrispCall makes setting up your call center convenient without any hassle. Once your phone number is activated, you’ll be able to make and receive calls right away.

  1. Sign up with a KrispCall Account
  2. Get the virtual phone number and submit the paperwork
  3. Invite agents and add them
  4. Provide your agents with virtual phone numbers
  5. Finally, Start making calls with your agents
How to Set up Call Center Software for Small Business
BPO Call Center Industry in Sri Lanka – An Overview

BPO Call Center Industry in Sri Lanka – An Overview

The BPO call center industry in Sri Lanka has been on a steady growth trajectory, with an estimated market value of approximately USD 89 million in 2020. Young, educated workers have made this sector an attractive destination for outsourcing companies, particularly those that provide English-language customer service. Currently, more than 1 million people are employed within this sector, accounting for around 5% of the country’s GDP.

The country’s strategic location in Asia-Pacific and ability to accommodate different time zones have further enhanced its appeal. Although the industry has faced challenges, such as competition and technology investment needs, it is poised for continued growth as of 2021, as global companies seek to outsource non-core functions to Sri Lanka.

Customers from around the world are served by most of these young professionals. Aside from providing employment opportunities for many Sri Lankans, this sector also promotes economic development by creating new business opportunities and encouraging foreign investments.

Benefits of Hiring a BPO Call Center Company in Sri Lanka

Affordable Pricing: Krispcall's pricing is affordable despite its many features, saving businesses tons of money in Sri Lanka.
Number Sharing Feature: KrispCall allows agents to share phone numbers to better manage and avoid missing calls.
Flexible & Easily Accessible: Cloud-based and easily accessible via the internet, it is ideal for international businesses in Sri Lanka.
Integrated with Your Favorite Tools: Integrate it with your favorite business tools for seamless communication.
Real-Time Reporting & Analytics: Management can monitor agent performance and generate real-time call reports and analytics to track agent cadence.
Benefits of Hiring a BPO Call Center Company in Sri Lanka

Top 16 Call Center Companies in Sri Lanka Best for Business Process Outsourcing

Outsource Sirlanka logo

Outsource SriLanka

Outsource is a call center outsourcing company based in Sri Lanka. Its inbound and outbound call center, telesales, and services help clients focus on core business objectives. Aside from call center services, it also provides staff outsourcing, payroll outsourcing, recruitment outsourcing, HR outsourcing, software outsourcing, IT outsourcing, accounting outsourcing, and data entry outsourcing.

Envoy Ortus logo

Envoy Ortus

Envoy Ortus is part of the One Envoy Group of Companies and helps businesses implement organizational and operational changes to grow. It is a good choice for business call center service options since it provides simple solutions for call answering, online chat support, and other related services. Along with call center services, it also provides Virtual Assistant Services, IT Technical Support, and 24/7 customer service.

SalesCapital logo

SalesCapital

Sales Capital is a digital sales and marketing agency based in Sri Lanka with 98% client retention, serving 60+ brands and more than 25+ success stories. They provide call center solutions to local and international brands to achieve their marketing goals and objectives. Sales Capital provides omnichannel digital services, making it one of the only agencies of its kind. They work with the Eco-Friendly Web Alliance to reach consumers and expand their brands.

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Konnect BPO Technologies (PVT)Ltd

Connect BPO Technologies boasts a dedicated workforce of over 1000 professionals dedicated to call center service outsourcing. Established in 2016, this company caters to various industries, including telecommunications, technology, finance, healthcare, and more. Connect BPO specializes in delivering these high-quality services to Sri Lanka and the Asia Pacific businesses.

TechGates logo

TechGates

TechGates provides call center services to local and international companies. They offer inbound and outbound call center services and customized onsite/offsite or hosted contact center services. With TechGates, you can monitor call center activity in real-time and generate productivity reports. TechGates provides cost-effective hosted contact center solutions that can take the burden off clients' shoulders

Sterling Lanka logo

Sterling Lanka

Sterling Lanka is a BPO company based in Sri Lanka and Australia, serving BPO services globally since 2014. Sterling BPO provides a call center to continue your good customer service. We provide customized teams and equipment to fit your needs and 24/7 managed call center outsourcing solutions to suit your budget. Using its browser-based tools, you can monitor your call center activity in real-time from anywhere worldwide.

Hayleys logo

Hayleys

Founded over 140 years ago, Hayleys Business Solutions International (HBSI) is a subsidiary of Hayleys, a leading company in Sri Lanka with diversified businesses and investments. It specializes in call center solutions and business process outsourcing services worldwide, including finance, accounting, and payroll services. Its call center operations provide 24/7-365 operations and follow-up on calls until results are delivered to clients

AcrilSEO logo

AcrilSEO

AcrilSEO provides business process outsourcing (BPO) and knowledge process outsourcing (KPO) services in Sri Lanka. Since its establishment in 2016 and providing excellent call center services in South Asia, the company has expanded its customer base throughout the United States, Europe, and Australia. With it, clients can reduce operating costs by 40-50% while maintaining quality. Among its call center services are inbound and outbound call center services, reservations, hotlines, and helpdesk services.

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XACT

XACT Group provides customer contact solutions worldwide, including telephone answering services (TAS), help desk solutions, dispatch services, and customer support solutions. It was founded in 1998 and is one of the most reliable telephone answering services. Its multi-channel help desk solution from XACT provides organizations with top-tier service and support. Their dispatch services help clients maintain customer relationships by providing valuable services.

SupportYourApp

SupportYourApp

SupportYourApp provides businesses looking to outsource customer service with custom-tailored solutions worldwide, including Sri Lanka. They offer outsourced call centers, help desks, back-office, and Amazon support. SupportYourApp is rated the best company for 24/7 global customer support in 55 languages by The CX Lead. Established in 2010 in Urakraine, it has gone global due to its excellent service.

Businessfocus 360 logo

Businessfocus 360

Businessfocus360, a Sri Lankan-based BPO call center company, was established in 2015 and boasts over 100 employees. They provide customer service, technical support, back-office operations, information technology, and content writing, serving industries like telecommunications, technology, financial services, healthcare, software, hardware, accounting, human resources, marketing, system administration, and network security.

Bellvantage logo

Bellvantage

Bellvantage is an outsourcing company that's been around since 2009 with more than 500 employees. With 90% control in outbound and inbound call center outsourcing, it delivers high-performance business solutions and professional services. IT consulting, quality assurance, software development, and contact center hosting are some of the company's featured services.

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1840andCo

1840 & Company is a global marketplace and business process outsourcing company that provides call center outsourcing and talent solutions. Its other services include customer service outsourcing, freelancing, and direct placement of customer service specialists in 150 countries. It specializes in hassle-free outsourcing that fits a company's organizational structure, eliminating roadblocks that slow growth.

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Teamin logo

Teamin

Founded in 2021, Teamin is one of the emerging and promising outsourcing companies in Sri Lanka. It focuses on providing services to freelancers as well as small to enterprise-level companies. With its call center at very affordable rates, your clients can obtain professional assistance, which helps them remain loyal to your business. Also, it claims that you can save up to 70% on employment costs using its call center service.

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Xpertec logo

Xpertec

Xpertec is a company founded in 2016 that provides BPO services to its clients. They offer a range of services, including inbound support services, telephone answering services, agent-assisted IVR support services, technical support, and data management services. Their answering service provides professional telephone answering services, inbound support services, and agent-assisted IVR support services to any business across the world.

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Dialog Enterprise

Dialog Enterprise provides SMEs and large businesses with customized business solutions such as connectivity, cloud colocation, security, and the Internet of Things in Sri Lanka. Their converged communication services include cloud-based contact center solutions, conferencing, WiFi connectivity, and HPABXaaS. With two-way communication, its contact centers enable customers to self-serve and resolve problems.

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Working with a BPO Call Center Company in Sri Lanka: Best Practices

Clearly define objectives and expectations: Clearly defining your needs and expectations is essential. Specify what level of service you expect, how soon you expect tickets and calls to be answered, and what languages you would like agents to speak.
Establish Key Performance Indicators(KPIs):Determine specific KPIs that are relevant to your business needs, such as First contact resolution (FCR), average speed of answer (ASA), and average handle time (AHT).
Be flexible:BPO call centers are constantly evolving, so being flexible and adaptable is essential. Technological advancements, customer expectations, and regulatory changes all fall under this category.
Monitor performance:Perform regular evaluations of the BPO call center company to ensure that it is performing well. The company will be able to deliver the results you expect if you follow these steps.
Communicate regularly: Make sure that you communicate regularly with the BPO call center company to ensure that you are getting the services you require. You should provide feedback on the agents' performance, report any problems, and make any necessary changes to the requirements.
Provide your own Feedback and Recognition: Let agents know what you think of their performance and provide them with constructive feedback. Recognize exceptional achievement and encourage agents to strive for excellence.
Why Choose KrispCall for BPO Call Center Software in Sri Lanka

Why Choose KrispCall for BPO Call Center Software in Sri Lanka?

Affordable pricing: KrispCall provides affordable pricing options for businesses of all sizes.
Cutting-edge features: KrispCall offers top-notch features to enhance the efficiency of your call center.
24/7 support: KrispCall offers round-the-clock customer support to assist clients with all technical issues.
Proven track record: KrispCall provides excellent customer service and has benefited thousands of users.
Real-time reporting & analytics: Businesses can make data-driven decisions with real-time reports and analytics capabilities.

Best Call Center Software Providers in Sri Lanka

1. KrispCall

With coverage in over 100 countries, KrispCall is a proven call center company serving over 2000+ companies worldwide. KrispCall can be your best option for a call center in Sri Lanka as it offers a comprehensive suite of tools that help call centers enhance customer experiences and streamline operations. Call centers can use these tools to enhance customer interactions and streamline operations.

krispCall

Businesses of all sizes can afford to use VOIP call center software to reach their targeted clients. Orchestrating the client journey to the highest standards ensures the best possible customer experience. It helps manage, monitor, and automate all call processes. KrispCall provides you with the best tools to achieve your goals.

2. PABX.LK

Pabx offers PBX (Private Branch Exchange) phone systems and call center solutions in Sri Lanka. Analog PBX systems, IP PBX systems, FXS VOIP gateways, Mobile PBX systems, and Softphone support are among their services.

pabx

The company was founded in 2005 and is headquartered in Mount Lavinia, Sri Lanka. You can choose the right PBX system for your needs and have it properly installed by their experienced engineers and technicians

3. Ameyo

Ameyo Contact Center helps businesses increase customer satisfaction through an omnichannel call center platform. Companies in Sri Lanka can communicate with their agents and customers via email, chat, voice calls, and social media with Ameyo. Customers can interact with businesses easily through Ameyo contact centers, which are available on-premises and in the cloud.

ameyo

Ameyo’s best feature is the Automatic Call Distributor (ACD), which can handle a large number of calls at the same time. Additionally, it has an autodialer and a masking tool to protect customer information.

4. Knowlarity

Knowlarity is a famous call center software in Sri Lanka. There are several features to this versatile communications system. In 65 countries, it provides services to 15,000+ businesses.

knowlarity

The major feature of Knowlarity is monitoring and tracking, which allows for deeper insights and analysis of agents’ performance by tracking and recording conversations between them and customers.

5. Genesys

Genesys is a great option for call center software for businesses in Sri Lanka. Easy integration and customization are this software’s key features that offer an all-in-one solution. You can run your business effectively with real-time dashboards and up-to-the-minute analytics.

genesys named a leader

Genesys provides fast responses across multiple channels, which helps improve business outcomes. To engage with their customers, businesses can use SMS, phone calls, emails, and social media.

6. Freshworks

Freshworks is a call center software for businesses to increase customer interactions. It has a live dashboard and wide availability, so number management is easy. With its analytics features, you can optimize your business strategy. Through its call routing and IVR features, it also minimizes busy work for agents to drive sales.

freshworks

Freshdesk’s mobile app provides multi-level voice response capabilities. The setup of the call center software takes a few hours. It offers a free basic plan with desktop notifications, call metrics, caller queues, and the opportunity to upgrade for features such as call recordings.

7. AuditCall

AuditCall’s all-in-one communications system makes it a popular call center in Sri Lanka due to its features. As one of the top call center providers on the market, AuditCall offers call forwarding, call recording, performance reports, call history, and other top features.

auditcall

Call tracking and analytics are notable features that help businesses improve their marketing and sales efforts by tracking and analyzing their phone calls

8. Bitrix24

Bitrix24 is a cloud-based business communication and collaboration platform for teams that provides social collaboration, communication, and management tools in one place. Bitrix24’s project management tools help teams streamline their workflow by managing tasks, creating Gantt charts, tracking time, and creating project templates.

bitrix24

By using instant messaging, video conferencing, and group chat, Bitrix24 allows teams to stay connected. Through its social intranet, teams can collaborate, share knowledge, and stay updated on company news.

9. LimeCall

Limecall is another noteworthy choice to set up call center software in Sri Lanka, regardless of your business’s size. There are a lot of great features, and the pricing is very competitive. You can grow your business in Sri Lanka with its 24/7 customer service and great VoIP services.

limecall

Using Limecall, businesses can manage incoming calls, make outbound calls using click-to-call and predictive dialing, and track key metrics such as call volume and duration. Limecall is easy to set up and use, and it can benefit a range of businesses in various fields.

10. HappyFox

HappyFox call center allows businesses to respond to customer inquiries across various channels, including phone, email, chat, and social media. Integration with CRM, e-commerce, and marketing automation platforms is one of the key features of the HappyFox call center.

happyfox

Businesses can streamline their customer support operations by connecting all their customer data in one place. It is a flexible customer support software that can be used by businesses of all sizes to manage customer interactions.

Frequently Asked Questions

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Sri Lankan BPO call centers can be set up at various costs, depending on several factors, including the call center’s size, location, technology, and agents. Typically, the cost ranges between 50 to 80 dollars per user per month. But KrispCall offers the least expensive call center software solution, which will cost you just $15 per user per month.

Starting a BPO call center business in Sri Lanka involves several key steps:

  • Market Research: Determine your target audience, competition, and market demand.
  • Business Plan: Outline your goals, budget, and strategies.
  • Legal Requirements: Register your business, obtain licenses, and file taxes.
  • Location: Choose a suitable location with easy access for employees and clients.
  • Infrastructure: Install phone lines, computers, and software.
  • Hiring: Recruit and train staff with excellent communication skills.

There are several advantages to outsourcing call centers to Sri Lanka:

  • Cost Savings: Lower labor and operational costs compared to Western countries.
  • Skilled Workforce: Access to a well-educated and English-proficient workforce.
  • Time Zone Advantage: Ability to provide 24/7 support due to the favorable time zone.
  • Scalability: Flexibility to scale operations up or down based on business needs.
  • Focus on Core Activities: Allows businesses to focus on their core functions while outsourcing non-core tasks.
  • Improved Customer Service: Improved customer satisfaction through specialized call centers.
  • Access to Technology: Make use of state-of-the-art technology.

Here are the requirements for running an inbound call center in Sri Lanka:

  • Skilled Workforce: Hire agents with excellent communication and customer service skills.
  • Technology: Invest in call center software, IVR systems, and CRM tools.
  • Facilities: Workstations and necessary infrastructure in a suitable office space.
  • Training Programs: Provide agents with product/service training.
  • Quality Monitoring: Improve service quality by monitoring processes.
  • Security Measures: Maintain data security and comply with data protection laws.

Here are some factors to consider when selecting a BPO call center:

  • Choose a provider with a proven track record.
  • Analyze their quality control measures and customer feedback.
  • Make sure they have the necessary technology and security measures.
  • Make sure the pricing aligns with your budget by comparing it.
  • You should check if they can accommodate your growing business.
  • Verify their data protection practices and compliance with regulations.
  • Seek references from their existing clients for reliability.
  • Evaluate if they understand your business culture and values.

Sri Lanka offers several benefits to outbound call centers:

  • Cost Efficiency: Lower operational costs compared to many Western countries.
  • Language Proficiency: Access to a proficient English-speaking workforce.
  • Diverse Services: Telemarketing, lead generation, and surveys expertise.
  • Time Zone Advantage: Ability to reach customers in different time zones effectively.
  • Focus on Core Functions: Focus on core activities while experts handle outbound activities.
  • Scalability: Easily expand or contract outbound campaigns based on business needs.
  • Compliance: Ensure adherence to telemarketing and data protection regulations.