What we do
We are what we do repeatedly. Excellence then, is not an act but a habit.
Dialog Enterprise Contact Management (ECM) is the Business Process Outsourcing venture of Dialog Axiata PLC. This service channels our expertise as a Service Provider into enhancing client performance beyond labor cost arbitrage. ECM’s in-depth knowledge of end-customer requirements is founded on the customer centricity that has made Dialog the leading communications service provider in Sri Lanka. This ensures that we are able to think like our clients and empathize with their aspirations as well as their need to develop brand and market position.
ECM is equipped with ‘best-in-class’ infrastructure and technology aimed at providing high efficiency. We are supported by a dedicated team of IT professionals assuring the ability to deliver scale and resilience to our clients.
Our diversified professionals are well versed in support and are appropriately blended to suite the unique needs of our clients across multiple segments and cultures. Business processes are handled by a team who possess intimate knowledge and understanding of complex fundamental principles of a contact center environment. ECM’s pool of skilled manpower is extensively customer service oriented and our teams have gained knowledge on effective interaction handling through intense training, coaching and effective & efficient on the job experience.
Our approach to monitoring customer interactions is designed to meet both our Clients and Customer requirements. Customer interactions are evaluated to ascertain & ensure professional interaction handling and accuracy of service delivery across multiple channels. Based on your requirements, the transaction monitoring programs can be customized to include a combination of methods.
