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First in Asia to receive ISO 18295-1:2017 Certification

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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.



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SLT’s dollar reserves rise 30% in Q1, but exact figure kept confidential

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SLT Mobitel senior management gives a press conference on May 19 at SLT Head Office in Colombo

Sri Lanka Telecom PLC said its dollar reserves rose by around 30 percent in the first quarter of 2026, strengthening the group’s foreign currency position at a time when many Sri Lankan companies remain cautious about external payment risks and exchange-rate volatility.

Chairman of the SLT Group, Dr. Mothilal de Silva disclosed the increase during a post-results media briefing on May 19, following the release of the group’s first-quarter financial results, but declined to reveal the exact value of the reserves, describing the information as commercially sensitive.

“We do not disclose the exact figure because it could affect our negotiations with international suppliers and contractors,” he said in response to a question raised by The Island.

The stronger dollar liquidity comes as a strategic advantage for SLT-MOBITEL, whose operations remain heavily dependent on imported telecom infrastructure, including fibre-optic equipment, transmission hardware, mobile network systems and digital technology platforms largely priced in US dollars.

The improved reserve position is likely to provide the telecom group with greater flexibility in funding future network expansion, servicing foreign currency obligations and managing exchange-rate exposure in a sector closely tied to global technology supply chains.

The remarks came as SLT Group reported its strongest-ever quarterly operating profit and net earnings for the first quarter of 2026, supported by rising broadband demand and improved operational performance.

Group revenue rose 10.6 percent year-on-year to Rs. 30.8 billion, while operating profit surged 39.1 percent to Rs. 5.1 billion. Profit after tax increased 53.3 percent to Rs. 3.1 billion.

The company also highlighted continued investment in broadband and next-generation infrastructure, including the wider rollout of 5G services, as Sri Lanka’s telecom sector positions itself for higher data consumption and enterprise digitalisation.

Unlike many earnings announcements that focus primarily on revenue growth and profitability, SLT’s comments on foreign currency reserves may carry broader significance for investors monitoring corporate resilience in Sri Lanka’s still-fragile post-crisis recovery environment.

When The Island asked whether the Group’s profitability was sustainable amid a slow revenue growth environment, the SLT Group said revenue expansion remained challenging, but added that it had a robust strategy in place to sustain growth.

By Sanath Nanayakkare

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Rupee pressure squeezes industries as import costs surge

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Indhra Kaushal Rajapaksa

…exporters gain little as deeper structural weaknesses persist

Sri Lanka’s weakening rupee is placing severe pressure on industries heavily dependent on imported raw materials, fuel, machinery, and spare parts, with small and medium enterprises (SMEs) facing the gravest threat to survival, according to Indhra Kaushal Rajapaksa.

Speaking to The Island Financial Review, Rajapaksa warned that while a depreciating currency may offer exporters temporary exchange gains, the broader economic impact is proving damaging across multiple sectors of the economy.

“Most businesses are struggling because Sri Lanka imports a significant portion of its industrial requirements. As the rupee weakens, costs rise sharply across the board,” he said.

Industries are responding through a combination of price increases, aggressive cost-cutting, delayed investments, and efforts to source cheaper alternatives. However, Rajapaksa stressed that many firms are operating under shrinking profit margins and mounting uncertainty.

“Companies are trying to survive by passing some costs to consumers, reducing operational expenses, and postponing expansion plans. But SMEs are under extreme pressure because they have limited reserves and weaker access to foreign currency,” he noted.

Rajapaksa observed that large corporates are better positioned to withstand currency shocks due to stronger balance sheets, export earnings, and greater financial flexibility. In contrast, smaller enterprises remain highly vulnerable to fluctuations in import costs and financing conditions.

He identified construction, vehicle imports, pharmaceuticals, electronics, logistics, and manufacturing industries reliant on imported inputs among the sectors worst affected by the rupee depreciation.

“These sectors depend heavily on foreign supplies. Every decline in the rupee immediately increases production and operating costs,” he said.

While export-oriented industries may appear to benefit from currency depreciation, Rajapaksa cautioned that the gains are often overstated.

“There is only a short-term conversion advantage when export earnings are brought back into rupees. But many exporters also depend on imported raw materials and machinery, so their own costs increase simultaneously,” he explained.

He added that the burden of currency depreciation ultimately falls on ordinary consumers through rising food prices, higher fuel and transport costs, more expensive imported goods, and accelerating inflationary pressures.

“Consumers are paying the price indirectly every day,” he said.

Rajapaksa acknowledged that some companies are attempting to localise supply chains and increase the use of domestic raw materials. However, he pointed out that Sri Lanka currently lacks the industrial scale and production capacity to fully replace imports competitively.

“There is growing interest in local sourcing, but Sri Lanka cannot produce everything locally at the required scale or cost efficiency,” he said.

The continued volatility of the currency is also affecting investor confidence, with businesses finding it increasingly difficult to plan ahead.

“Investors value stability. Frequent currency fluctuations create uncertainty and discourage both local and foreign investment,” Rajapaksa warned.

He called on the government to focus on stabilising the economy, strengthening foreign reserves, supporting SMEs and export industries, reducing unnecessary imports, encouraging local production, and ensuring consistent economic policies.

“Policy consistency is critical. Businesses need confidence to invest, expand, and create jobs,” he said.

Rajapaksa also cautioned that employment could suffer if economic pressures continue, particularly in import-dependent sectors and smaller businesses struggling to remain operational.

“Some export sectors may create opportunities, but it may not be enough to offset job losses elsewhere,” he observed.

Describing the current crisis as both cyclical and structural, Rajapaksa said Sri Lanka’s economic vulnerabilities extend beyond short-term currency movements.

“There are immediate pressures from both global and domestic financial conditions, but there are also deeper structural issues such as high import dependence, a narrow export base, and low productivity,” he said.

“Unless meaningful structural reforms are implemented, these problems will continue to recur.”

By Ifham Nizam

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SLIM ushers in new era of leadership at Annual General Meeting 2026

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SLIM New President Enoch Perera addressing the gathering

The Sri Lanka Institute of Marketing (SLIM), the country’s national body for marketing, successfully convened its Annual General Meeting (AGM) 2026 on 8th April 2026 at the iconic Galle Face Hotel.

The AGM marked a significant milestone in the Institute’s journey, as a new Council of Management and Executive Committee were formally appointed to steer SLIM into its next phase of growth. Building on the strong foundation laid during a transformative 2025, the AGM reflected both continuity and renewal, with an accomplished group of marketing professionals entrusted with leadership roles for the 2026/27 term. The event brought together SLIM members, industry leaders, and stakeholders, underscoring the Institute’s ongoing commitment to advancing the marketing profession in Sri Lanka.

At the helm of the newly appointed Council of Management is Enoch Perera, who assumes office as President. A seasoned marketing professional with extensive experience in international business, he currently serves as Assistant General Manager Marketing – International Business at PGP Glass Ceylon PLC. Joining him in key leadership roles are Manthika Ranasinghe as Vice President – Education and Research, and Rajiv David as Vice President – Events & Sustainability, both bringing with them strong industry expertise and strategic insight.

The Council is further strengthened by Asanka Perera and Nuwan Thilakawardhana as Joint Honorary Secretaries, Ms. Kaushala Amarasekara as Honorary Treasurer, and Dr. Rasanjalee Abeywickrama as Honorary Assistant Secretary. In addition, SLIM announced its Executive Committee for 2026/27, comprising a dynamic group of professionals representing diverse sectors of the marketing industry. The committee includes Channa Jayasinghe, Vijitha Govinna, Anuk De Silva, Sirimevan Senevirathne, Tharindu Karunarathne, Damith Jayawardana, Charitha Dias, Damith Pathiraja, Ms. Roshani Fernando, and Maduranga Weeratunga.

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