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Case Studies Based on Practical Experience

Call Centre BPO Services for a Leading Telecommunications Provider in Sri Lanka

Building a Dedicated Customer Service Team for a Telecommunications Provider

A leading telecommunications provider in Sri Lanka required additional capacity to manage its customer service operations. With a large and continuously active customer base, the organization needed a dedicated team capable of handling customer enquiries, service-related communication, issue escalation, and routine support activities.

Instead of expanding its internal customer service workforce, the company partnered with Formix to establish a 15-person outsourced call centre team in Sri Lanka.

The engagement was designed as a complete BPO solution, with Formix supporting the workforce requirements while the telecommunications provider maintained control over the service standards, operational priorities, and customer experience expectations.

The Challenge

Telecommunications companies manage high volumes of customer interactions every day. Customers require immediate assistance with services, accounts, technical queries, packages, billing, connectivity, and other telecommunications-related matters.

The client therefore needed a team capable of handling customer communication professionally and consistently while working within clearly defined service procedures.

Recruiting individual employees internally would also have required the company to manage sourcing, screening, onboarding, workforce administration, and ongoing employee coordination. The client wanted a more structured outsourced solution that could provide a dedicated team rather than individual recruitment support.

Building the 15-Person BPO Team

Formix worked with the client’s operational team to understand the required customer service responsibilities, communication standards, working schedules, and performance expectations.

Based on these requirements, Formix recruited and structured a dedicated 15-person call centre team. Candidates were assessed for communication ability, customer service orientation, professionalism, reliability, and their ability to operate within a structured call centre environment.

The team was then integrated into the client’s operational workflow and trained according to the relevant customer service requirements and processes.

Managing Customer Service Operations

The outsourced team supported the telecommunications provider with customer interactions and routine service-related communication. Formix managed the workforce component while maintaining communication with the client around staffing, attendance, performance, and operational requirements.

The BPO model allowed the client to access a dedicated customer service workforce without having to independently manage every recruitment and workforce administration requirement associated with building an additional 15-person team.

Structured Workforce Management

A successful call centre operation requires more than simply having employees answering calls. Attendance, scheduling, performance, communication quality, employee coordination, and workforce availability all influence service delivery.

Formix provided structured workforce management around the team, helping maintain the staffing levels required by the client and supporting the operational continuity of the outsourced function.

This created a more organized approach to managing the additional customer service capacity.

The Outcome

Formix successfully established and supported a dedicated 15-person call centre team for the telecommunications provider, providing additional customer service capacity through a structured BPO model.

The telecommunications company gained access to a dedicated outsourced workforce while reducing the internal recruitment and workforce management burden associated with expanding its customer service operation.

The engagement demonstrated how call centre BPO services for telecommunications companies in Sri Lanka can provide scalable customer service capacity while allowing the client to maintain focus on its core telecommunications operations.

Why Formix for Telecommunications BPO

Telecommunications businesses require reliable customer service operations capable of handling high interaction volumes while maintaining consistent service standards.

Formix provides BPO and call centre outsourcing in Sri Lanka, supporting telecommunications, technology, financial services, retail, transportation, and other customer-facing industries.

For organizations looking for call centre outsourcing for telecommunications companies in Sri Lanka, customer service BPO solutions, or a dedicated outsourced customer support team, Formix provides structured BPO delivery designed around operational requirements.

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