The IndiaFirst Life Interactive Voice Response (IVR) - Enabling customer empowerment through fully-equipped self-service options Qorus Innovation in Insurance Awards 2019

Part of the company’s larger digital transformation strategy the IndiaFirst Life IVR’s features step beyond just informing, that contemporaries offer through their respective IVRs, today. Simplifying the journey to provide instant customer gratification, the IVR empowers them to have basic queries resolved and offer self-service options to avail requisite documentation, 24x7, without manual intervention, and better efficiencies in call management especially during peak seasons. The IndiaFirst Life IVR design is benchmarked to be ahead of the top-eight Indian life insurers. It fulfils customer needs through a two-level journey - among the shortest in the industry, that today offers 5-level steps, at best. Enabling claimant delight through direct access to the agent during their time of need, is a feature that only IndiaFirst life offers, currently. Beyond offering just “policy features” brochures that competition offers via their respective IVRs, the IndiaFirst Life IVR offers premium paid receipts and ULIPs unit statements, aside of policy kits. The in-house Customer Service, IT and Change Management and Marketing departments, and external stakeholders, “Drishti " – Ameyo and TechZert Software Pvt. Ltd, designed the solution. • Today, 81% customers prefer the IVR for resolution of routine concerns (Annexure 2) • Reduction in manual intervention in managing call volumes reduced by 37%, versus FY 17-18 Savings of INR 7,54,110/- ($10,891) on telecom costs, signifying a 28% cost efficiency vis-à-vis, last year. (Annexure 3) • 42% of total volume erstwhile managed through contact centre, is now addressed through IVR, enabling staff's qualitative focus on the more urgent customer needs