IRDA selects Sparsh BPO to provide call centre services

NEW DELHI: Insurance regulator IRDA today said it has selected Sparsh BPO Services for providing call centre services to handle grievances of customers.

"Based on detailed scrutiny of the commercial proposals submitted by the shortlisted BPO firms... Sparsh BPO Services Ltd has been selected as an implementing agency for setting up of IRDA Grievance Call Centre," IRDA said in a statement.

Earlier, IRDA had shortlisted three entities for the grievance call centre -- Sparsh BPO, Mahindra Satyam and Vcustomer.

The call centre is envisaged to be a true alternate channel for insurance consumers, offering comprehensive tele-functionalities (both manual and IVR) to all insurance consumer segments.

The service will be available for 12 hours from Monday to Saturday in multiple languages.

To start with, the call centre will address complaints in English, Hindi, Telugu, Tamil, Malayalam, Marathi, Bengali, Kannada and Gujarati. The scope of operations will be scaled up later to include other scheduled languages over a period of time mutually agreed between the vendor and IRDA.