ICICI Prudential Life Insurance Case Study

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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ICICI Prudential Life Insurance
‘India’s number one private life insurer’ – We became partners in 2003

Introduction

‘ICICI Prudential Life Insurance
Company’ is a joint venture between ‘ICICI Bank’, India’s premier financial powerhouse and ‘Prudential plc’, leading international financial services group headquartered in the United Kingdom.

ICICI Prudential commenced operations in the year 2000 and has within the last four years, emerged as the topmost private life insurer in India. The company has an equity base of US$ 210 million. With a footprint in sixty nine Indian cities, seven Bancassurance tie ups and over 56,000 insurance advisors, ICICI Prudential has one of the largest distribution networks among the private life insurers in the country.

ICICI Pru's Requirement

- Experienced outsourcing partner to assist ICICI Prudential in their telemarketing campaigns aimed at expanding customer base and premium revenues.

Our Solution

IVG agents provide outbound telemarketing services aimed at promoting ICICI Prudential’s life insurance products - policies, pension and other customized plans.

IVG’s in house developed integrated CRM software solution – “CAREVISION” deployed to run the campaign, utilizing approved tele-calling script.

IVG agents are comprehensively trained on client product knowledge, FAQ’s and other Insurance related queries.

IVG Services include:

»	Leads generation on IVG sourced database
»	Close interaction with ICICI Pru’s staff –
	- Generated leads forwarded to ICICI Prudential on daily basis.
	- Call verification of leads before forwarding to ICICI Prudential
	- Regular review of client feedback to support continuous improvement. Process.
• All tele-calling scripts follow IRDA standards.
• Highest Conversions figures reported by ICICI on IVG generated leads among partners in Delhi, India’s Capital city.

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