The Sri Lanka Bureau of Foreign Employment (SLBFE) officially launched its upgraded 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 new “Smart Call Center Complaint and Workflow System” is designed to provide faster, more reliable, and efficient services to migrant workers and their families. Operating in Sinhala, Tamil, and English, the Call Center handles around 2,000 calls daily through multiple channels including landlines, WhatsApp, email, fax, and IMO. It functions continuously with nine call agents across three shifts.
Since its initial launch in August 2011, the 24/7 Call Center has aimed to provide accurate information and address service recipient needs efficiently. In 2025, it received 280,275 calls, slightly down from 282,689 in 2024. Previously, only 1,200 to 1,300 calls could be answered daily, leaving 700 to 800 missed calls. The modernization is expected to significantly reduce unanswered calls.
Key features of the upgraded system include efficient management of high-volume simultaneous calls, three-way conference calling with relevant divisions, Interactive Voice Response (IVR) for self-service information, call recording and detailed call records (CDR), intelligent call routing, automated forwarding of calls and complaints to division heads with daily updates, and SMS and WhatsApp integration.
SLBFE officials said 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.
