Max New York Life Introduces IVR In Ten Languages

Max New York Life Insurance has announced the introduction of Interactive Voice Response (IVR) service 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.

The 24x7 IVR service facility will be available in Punjabi, Marathi, Gujarati, 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 taken the customer service initiatives in various states to the next level.

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 issues. At Max New York Life, we lay emphasis in interacting with our customers and distributors in their choice of language.”

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 regionalised IVR, the company is able to provide skill-based routing of calls (based on type of caller, product or query) and computer telephony integration (CTI) pop-up screen for customer service representatives with key customer information.