Max New York Life introduces interactive voice response in 10 LanguagesDecember 17th, 2008 - 8:13 pm ICT by ANI
New Delhi, Dec 17 (ANI/Business Wire India): Max New York Life Insurance, one of India’’s leading life insurance companies, today announced the introduction of Interactive Voice Response Service (IVR) in 10 different languages.
The leap is in a bid to enhance and improve Max New York Life’’s customer and distributor experience by availing the customer services in their own language. With 24 x 7 IVR services, the facility will now be available in Punjabi, Marathi, Gujrati, Kannad, Tamil, Telugu, Bengali and Malayalam along with English and Hindi through a toll free number.
Creating the entire IVR menu in the regional languages equipped with local language speaking personnel who have been specially trained to handle and resolve customer queries has enhanced the customer service initiatives in various States to the next level.
Commenting on the occasion, Sanjeev Mago, Executive Vice President - Customer Operations and Service Delivery, Max New York Life Insurance said, “This initiative is yet another step towards improving customer satisfaction by enhancing their ease of resolving pre and post policy issuence. At Max New York Life, we lay emphasis in interacting with our customers & distributors in their choice of language. With this effort, we have built trust and given our customers the confidence of being there to hear and help them 24×7.”
The state of the art technology will enable policyholders and distributors of Max New York Life insurance the option of self-service and ability to get information and answers to their queries without having to wait for customer service executives. Through this initiative of regionalized IVR the company is now able to provide the following:
Skill based routing of the calls (Based on type of caller, product or query) 24 hours, 7 days a week access to key information Regional Language option.
Computer Telephony Integration (CTI) pop-up screen for customer service representatives with key customer information. Handle routine calls through self-service mechanism thereby reducing the customer dependence on service representatives. Differentiated Service Experience to HNI customers and distributors. (ANI)
Tags: computer telephony integration, customer operations, customer queries, customer satisfaction, customer service initiatives, different languages, interactive voice response, ivr services, language option, life insurance companies, malayalam, marathi, new york life insurance, policyholders, regional language, regional languages, response service, skill based routing, state of the art technology, tamil telugu