Janashakthi’s Full Option Centre completes 10 years
View(s):Janashakthi Insurance’s Full Option Centre recently completed 10 years of service, having grown to about 330 staff, from its beginnings with just seven personnel working there. Further, the insurer’s call centre, which operates 24 hours a day and 365 days a year, has graduated to now answering 2,000 calls a day, with around 250 claims being “intimated” daily. The company’s motor insurance arm also provides other services, including towing, roadside assistance as well as information in services for both Janashakthi and non-Janashakthi policyholders.
“Our Call Centre is fully computerised, using a telecommunication IVR system called ‘Orchestra’ to serve customers speedily and efficiently… 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.
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”, according to S. Thananchayan, the Senior Assistant General Manager for Full Option, an industry veteran who has been with the insurer for close to 20 years. (JH)