SLBFE launches modernized 24/7 call center

Colombo, January 1 (Daily Mirror) - The Sri Lanka Bureau of Foreign Employment (SLBFE) officially launched its modernized 24-hour Call Center today (01.01.2026) under the patronage of Acting Minister of Foreign Affairs, Foreign Employment and Tourism, Mr. Arun Hemachandra.

The upgraded “Smart Call Center Complaint and Workflow System” aims to provide faster, more reliable, and efficient services to migrant workers and their families. Operating in Sinhala, Tamil, and English, the Call Center handles approximately 2,000 calls per day through multiple channels including landlines, WhatsApp, email, fax, and IMO. The center functions around the clock with nine call agents working in three shifts.

Since its initial launch in August 2011, the 24/7 Call Center has addressed the needs of service recipients with user-friendly solutions. In 2025, it received 280,275 calls, slightly down from 282,689 calls in 2024. Previously, only 1,200 to 1,300 calls could be answered daily, leaving 700 to 800 missed calls. The new system is expected to drastically reduce unanswered calls.

Key features of the upgraded system include:

• Efficient management of high-volume simultaneous calls
• Three-way conference calling with relevant divisions
• Self-service information via Interactive Voice Response (IVR)
• Call recording and detailed call records (CDR)
• Intelligent call routing and time-based announcements
• Automated forwarding of calls and complaints to division heads with daily updates
• SMS and WhatsApp integration

Speaking at the event, SLBFE officials emphasized that the modernization will enhance accessibility, efficiency, and reliability for migrant workers and their families. The launch was attended by SLBFE Chairman Kosala Wickramasinghe, General Manager D.D.P. Senanayake, and other officials.