IRDAI is looking for a suitable person to work on contract basis to oversee its call centre operations in addition to assisting the Authority with the periodical audit of the Call Centre from Technology (IVR-Interactive Voice Response system/ACD – Automatic call distribution/Line in queue/Manning workstations) and Process (Scripts/Service levels including Defective calls/Fatal errors/Exceptional calls) points of view.
The Consultant will be provided with Online Barging facility as well as access to call centre software including CRM (Customer Relationship Management) application to monitor quality of recorded/live calls/emails/scanned documents along with the Vendor’s Quality Analysis Team for appropriate data capture and efficient redressal of grievances of policyholders.
The notification also contains information on duties of consultant, qualifications/experience, maximum age limit, tenure, remuneration and other benefits, mode of selection, how to apply and other conditions, which is put up in the IRDAI website.
