Over 2,000 calls answered a day at Janashakthi’s state-of-the-art Call Centre
Tuesday, 13 May 2014 00:01
Over 2,000 calls are answered on average each day at Janashakthi Insurance’s call centre using state-of-the-art technology.
“Our Call Centre is fully computerised, using a telecommunication IVR system called Orchestra to serve customers speedily and efficiently,” said Senior Assistant General Manager – Full Option S. Thananchayan, who has been with Janashakthi for almost 20 years.
Thanks to the efficiency of this system, 250 claims are intimated each day, received by trained customer care representatives who are competent in all three languages. All of the staff members have undergone special training in customer care and call centre operations.
Janashakthi Insurance’s service extends beyond the 24 hour call centre, with the representatives providing Janashakthi and non Janashakthi customers with towing services, roadside assistance and other information services. Janashakthi also conducts frequent customer satisfaction surveys to improve service standards to its customers.
One such happy customer is Devaka Wickramasuriya, whose rear windscreen shattered on 17 April. Devaka’s vehicle was assessed within an hour of him contacting the call centre. “The assessor who came over was extremely courteous and attended to my problem with no fuss or delay,” Devaka said.
In addition, the Janashakthi customer care representative ensured that approval for the estimate for the damaged windscreen was received within minutes, allowing for a speedy settlement, Devaka said.
“Employees such as these will only bring accolades to Janashakthi, and I wish to place on record my absolute appreciation in the manner my claim was handled by these gentlemen,” he added.
“Our competitive advantage lies in the quality of our dedicated and devoted staff members who undergo training on both local and international industry best practices. This focus on professional training and development is not just restricted to the customer care representatives; Janashakthi Insurance also benefits from a pool of almost 90 field technical officers (assessors), who have received in-house comprehensive training as well as further training from the Technical Training Institutes,” said Thananchayan.
“Customers can let service representatives know about accidents through the web now, by using the revolutionary Janashakthi Full Option App Locator. In addition, service representatives use Google maps to ascertain the exact location of the accident without hassling the customer,” Thananchayan said.
The Janashakthi Full Option Centre recently completed 10 years of service, and was the first in the insurance industry to introduce their 24 hour call centre, which remains open for 365 days of the year. The Full Option Centre had a very modest beginning in 2004, with just six field officers, six customer contact representatives and a Manager. Today it is managed by nearly 330 staff.