Business
First in Asia to receive ISO 18295-1:2017 Certification
Reinforcing customer-centricity in providing excellent services, SLT-MOBITEL Mobile has become the first in Asia to receive the international ISO 18295-1:2017 quality standard for its Customer Contact Center (CCC) operations recently. Additionally, SLT-MOBITEL was also awarded ISO 9001:2015 for demonstrated ability to meet customer, statutory and regulatory standards.
ISO 18295 specifies requirements and standards applicable for any customer interaction with a CCC. The standard contributes to creating efficient customer service, providing clients and customers with services that continuously and proactively meet or exceed their needs.
Commenting on the recognition, Jean Fernandez, Senior General Manager, Customer Care at Mobitel (Pvt) Ltd. said “We are privileged and honored to be recognized as the first Mobile network in Asia to receive the ISO 18295 certification. These recognitions are a testament to our expertise and untiring dedication to constantly evolve and improve our processes and services to meet the highest international standards. While we strive to serve our valued stakeholders better every day, we continue to explore new avenues to bring in the international level of service whilst keeping the local flavor to provide our valued customers a unique service experience.”
Ensuring reliable and consistent service, even during COVID-19, SLT-MOBITEL recognised that contact center staff was the frontline of customer service, and key to preserving business continuity. The company swiftly introduced a mobile call center concept enabling frontline staff to effectively respond to customer queries from home.
Commenting on the awarding of the certifications to Mobitel, Shan Nanayakkara, Country General Manager at Bureau Veritas Lanka Pvt. Ltd stated, “Quality management is at the root of the success of high-performing businesses. Companies with a national presence are expected to deliver consistent quality in products and services, specially in a competitive environment. The commitment shown by Mobitel (Pvt) Ltd to improve customer satisfaction, boost organizational efficiency, and to achieve continual improvement, seals its reputation for quality and signals its leadership in the industry.”
Adding another milestone, SLT-MOBITEL Mobile demonstrated commitment to quality and the focus of meeting customer needs by successfully completing the rigorous ISO 9001:2015 audit process and achieving certification. Through this certification, SLT-MOBITEL assures customers of enhanced satisfaction conforming to applicable statutory and regulatory requirements.
For SLT-MOBITEL, these prestigious certifications are not simply about compliance but building a culture of operational excellence for customers through continual improvement and the final objective of unmatched customer service.
Business
eChannelling introduces ‘eHomecare’ as SL’s first doctor-led elderly care service
Supporting families with medically supervised care for elderly individuals in the comfort of their own homes, SLT-MOBITEL and eChannelling PLC, in partnership with medical experts from Golden Years Care, have introduced eHomecare’, Sri Lanka’s first doctor‑led elderly‑care service.
The pioneering initiative is designed to address a growing societal need. The service launched by eChannelling, Sri Lanka’s leading digital healthcare solutions provider, brings together the technological capabilities of SLT-MOBITEL with eChannelling’s healthcare expertise and Golden Years Care’s extensive experience in compassionate home-based support, ensuring quality standards throughout the program.
With increasing migration, many adult children are now living or working abroad, leaving their elderly parents alone in Sri Lanka. For many seniors, mobility challenges make it difficult to access hospitals for routine checkups, medication, or urgent medical attention. eHomecare seeks to fill this critical gap, offering a structured, reliable, and compassionate solution for families navigating these challenges.
The purpose of eHomecare is to support families in assuring their elderly loved ones receive the medical care they need, even when children are living overseas or occupied with demanding careers, guaranteeing elderly individuals are supported with dignity.
eHomecare provides families with a safe and trustworthy platform to arrange professional doctor‑led home visits, benefit from real‑time assessments and guidance from qualified healthcare professionals and ensure the elderly are supported with holistic care.
More than a convenience, eHomecare is a vital solution to a pressing social concern, offering peace of mind to families and guaranteeing seniors receive the respect, and medical attention they deserve.
Key features of the service include doctor-led home visits providing personalized care tailored to individual health needs, continuous assessment and recommendations for ongoing care for optimal health management, prompt medical attention during emergencies, with qualified healthcare professionals available when needed and a comprehensive, professional, and trustworthy approach to elderly care that prioritizes dignity and wellbeing.
Through eHomecare, families gain access to a reliable network of medical professionals who understand the unique needs of elderly individuals. The service bridges the distance between overseas children and their aging parents, with medical support, and emotional reassurance that loved ones are being cared for with compassion and expertise.
Business
NDB shows strong growth, rising investment potential
In a striking testament to both corporate resilience and a recovering macroeconomic environment, the National Development Bank (NDB) has delivered a set of third-quarter results for 2025 that far exceed market expectations. The figures, detailed in a recent analysis by First Capital Research (FCR), paint a picture of a financial institution leveraging favourable conditions to accelerate growth, justify upward revisions in valuation, and present a compelling case to investors for long-term value creation.
The headline figure is arresting: a 145.6% year-on-year surge in earnings for 3Q2025. This explosive growth was primarily engineered by a dual engine of stronger net interest income, which grew 13.8% YoY to LKR 9.1 billion, and a significant 24.3% rise in net fee and commission income. The former benefits directly from the prevailing low-interest-rate environment, which has helped margins and stimulated borrowing, while the latter points to broad-based business momentum across the bank’s operations, from trade finance to its digital platforms. A remarkable leap in other income – to LKR 1.04 billion from a mere LKR 27.7 million a year earlier – further bolstered the bottom line.
Perhaps as encouraging as the income growth is the notable improvement in credit quality. Impairment charges declined by a substantial 46.9% year-on-year, a clear signal of improving macroeconomic conditions and a healthier loan book. This trend underscores a banking sector that is emerging from the shadows of past economic stress with greater stability.
Buoyed by this outperformance, FCR has significantly revised its earnings forecasts upward. Their 2025 estimate has been lifted by 33.5% to LKR 11.6 billion, and the 2026 forecast by 26.1% to LKR 13.2 billion. This positive reassessment flows directly into the bank’s perceived fair value. FCR now assigns a fair value of LKR 180.0 per share for 2025, implying a 27% potential upside, and LKR 200.0 for 2026, suggesting a 42% increase from current levels. When expected dividend per share (DPS) returns are included, the total return projections become even more attractive, estimated at 33% for 2025 and 48% for 2026.
First Capital maintains a “BUY” recommendation on NDB, citing a constructive outlook founded on a favourable macro backdrop and stable interest-rate trends. These factors are expected to continue fuelling loan book expansion. Furthermore, growth in trade finance and an accelerating adoption of digital banking services are anticipated to provide sustained momentum to fee-based earnings, diversifying the bank’s revenue streams.
However, the report does not ignore the clouds on the horizon. It highlights near-term risks to asset quality, particularly stemming from recent adverse weather events. Given NDB’s sizable exposure to the Small and Medium Enterprise (SME) sector, which is often vulnerable to such disruptions, the analysis expects a possible uptick in non-performing loans (NPLs) in the coming quarters. This is a prudent note of caution for investors, emphasizing that the recovery path may not be entirely smooth.
Nevertheless, the overarching narrative from these results is one of a bank positioned at the confluence of economic recovery and strategic execution. NDB appears to be translating improved national economic indicators into robust financial performance. Its “resilient base,” demonstrated by strengthening fundamentals and declining impairments, provides the foundation for “rising potential,” captured in the revised earnings and fair value estimates.
For the investing public, the message from this analysis is clear: NDB is presented as a institution harnessing the winds of economic change to propel itself forward. While mindful of sector-specific risks, the data suggests a strong trajectory for growth and value appreciation, making it a standout candidate for potential investors.
By Sanath Nanayakkare
Business
Sri Lankan tea sees a week of robust activity
The Colombo tea auctions witnessed a week of robust activity and generally firm prices, as total offerings rose significantly to 6.0 million kilograms, according to the latest market commentary from leading brokers Forbes & Walker. This marks a notable increase from the 5.2 million kilograms on offer the previous week.
The market was characterized by good general demand, with an encouraging overall price structure attributed to seasonal interest. The report indicates a nuanced picture across different elevations and tea types.
Offerings from Ex-Estate gardens increased marginally to 0.79 M/Kgs. The sector saw good demand, with prices maintaining a firm to marginally dearer trend. However, within the Western High-Grown region, teas in the Best category were marginally weaker, while improved and brighter sorts in the Below Best category appreciated. The Nuwara Eliya region remained sluggish, while the Uva/Uda Pussellawa regions sold at levels consistent with the previous week.
The High and Medium Grown CTC market saw firm conditions for PF1 grades, which gained by Rs. 20 per kg or more. In contrast, the corresponding Low Grown PF1 varieties weakened by a similar margin. BP1 grades were scarcely available.
The Low Grown segment, comprising approximately 2.4 M/Kgs, met with fair to good demand. The Premium category, in particular, witnessed good interest.
BOP1 grades were fully firm. OP1 varieties saw Best and Below Best types appreciate, while high-priced OPs were easier. OPAs saw high-priced teas become dearer.
FBOPs were generally firm, and Select Best FF1s were firm to selectively dearer.
Very Tippy teas met with good, firm demand, with Best and Below Best varieties appreciating.
The broker report noted that shippers to traditional markets like the United Kingdom, the European continent, and South Africa continued to be selective in their purchases. Meanwhile, there was fair activity from buyers representing China, Japan, the Commonwealth of Independent States (CIS), and the Middle East.
Forbes & Walker concluded that the overall price picture is encouraging, driven by a combination of selective international demand and seasonal factors. The firm to dearer trend at the lower end of the market and for specific grades indicates a solid underlying demand, despite some regional and qualitative weaknesses. The trade will be watching closely to see if this firm trend holds as new seasonal crops come to market.
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