MetLife strengthens customer service platform
MetLife India Insurance Company on Wednesday announced the launch of MIVRA - MetLife Integrated Voice Response Application, an advanced telephony system that combines the cutting edge attributes of technology with the human resources.
By ET Online |
NEW DELHI: MetLife India Insurance Company on Wednesday announced the launch of MIVRA ��� MetLife Integrated Voice Response Application, an advanced telephony system that combines the cutting edge attributes of technology with the human resources.
MIVRA was specially designed to expand the access opportunities to more customers, raise the efficiency bar of the service levels provided and at the same time reduce costs for the organization. With this, MetLife will have a 24/7 perspective on the customer requirements, which will further help improve customer responsiveness.
Speaking about this initiative, Rajesh Relan, managing director, MetLife, said, ���Customer centricity is a key differentiator in this competitive business environment. This can be achieved through better responsiveness to the customer���s needs. MetLife is committed to enhancing the customer experience at every touch point.���
Benefits of MIVRA include checking the renewal premium due along with the due date, requesting for a premium paid certificate through e-mail or courier, requesting an account statement (for unit linked policy owners), fixing up appointments for medical examinations, and checking application status online.
Speaking about the new technology, Peter Gartenberg, MD & CEO, Siemens APAC Region, said, ���This sort of a contact centre is amongst the first few deployments in the insurance sector in India allowing the customers fast and easy access to information around the clock. The built-in analytic model uses actual data trends to predict patterns and contact volumes in real-time, thus ensuring the caller has a rich user experience each and every time he/she calls up MetLife for information.���
MIVRA was specially designed to expand the access opportunities to more customers, raise the efficiency bar of the service levels provided and at the same time reduce costs for the organization. With this, MetLife will have a 24/7 perspective on the customer requirements, which will further help improve customer responsiveness.
Speaking about this initiative, Rajesh Relan, managing director, MetLife, said, ���Customer centricity is a key differentiator in this competitive business environment. This can be achieved through better responsiveness to the customer���s needs. MetLife is committed to enhancing the customer experience at every touch point.���
Benefits of MIVRA include checking the renewal premium due along with the due date, requesting for a premium paid certificate through e-mail or courier, requesting an account statement (for unit linked policy owners), fixing up appointments for medical examinations, and checking application status online.
Speaking about the new technology, Peter Gartenberg, MD & CEO, Siemens APAC Region, said, ���This sort of a contact centre is amongst the first few deployments in the insurance sector in India allowing the customers fast and easy access to information around the clock. The built-in analytic model uses actual data trends to predict patterns and contact volumes in real-time, thus ensuring the caller has a rich user experience each and every time he/she calls up MetLife for information.���
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