IRDA shortlists Mahindra Satyam for call centre

Insurance regulator IRDA said it has shortlisted three IT companies,including Mahindra Satyam,for providing call centre services to handle grievances.

Based on a detailed scrutiny of the technical proposals submitted by various firms,three firms have been shortlisted for a technical presentation on June 11,IRDA said in a release.

The shortlisted entities for the grievance call centre include Mahindra Satyam,Sparse and Vcustomer.

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The call centre is envisaged to be a true alternate channel for its insured consumers,offering comprehensive tele-functionalities (both manual

and IVR) to all insurance consumer segments,IRDA said in its tender notice.

The service would be available for 12 hours from Monday to Saturday in multiple languages.

To start with,the call centre would address complaints in English,Hindi,Telugu,Tamil,Malayalam,Marathi,Bengali,Kannada and Gujarati. The scope of operations would be scaled up later to include other scheduled languages over a period of time mutually agreed between the vendor and IRDA,it said.

Yesterday,the regulator had shortlisted five IT firms,including TCS and Wipro,for establishment of an integrated grievance management system (IGMS) to facilitate creation of a central database of complaints.