ConVox News Letter

MDIndia, a prominent Third-Party Administrator (TPA) in India, is recognized for its customer-centric approach, innovative services, and expertise in technology, operations, and medical practices. In 2012, MDIndia partnered with Deepija Telecom to enhance its customer interactions and adopted the on-premises ConVox 3.2 Solution, a Contact center application.

This collaboration enabled MDIndia to scale up its agent capacity from 10 to 324 seats, integrate with their in-house CRM for Single Sign-On (SSO), and improve key metrics like First Call Resolution (FCR) and Average Handling Time (AHT), along with offering customized reporting capabilities.

The implementation of ConVox at MDIndia revolutionized their sales promotion and collection processes. By leveraging predictive dialing, the productive time of agents nearly doubled, resulting in significantly higher sales and collection rates per agent. Additionally, the customization of reports facilitated more effective agent training and performance monitoring, thereby enhancing the professionalism of MDIndia’s call center operations.

The collaboration between MDIndia and Deepija Telecom has empowered MDIndia to deliver seamless services in the insurance industry. The adoption of ConVox and Bulk communication tools has not only streamlined their communication processes but also increased customer satisfaction, enhanced customer experience, and facilitated more contextual conversations with both the brand and the customer.

Our newly formed Customer Success team focuses on enhancing customer engagement by understanding and addressing their needs proactively. This strategy aims to reduce churn rates and improve key metrics such as customer loyalty, retention, and renewal rates.

The team’s primary responsibilities include enhancing the overall customer experience, fostering loyalty, building strong customer relationships, collaborating with the Marketing Team to gain better user insights, and working with the Sales Team to understand and address customer needs effectively.

The team’s efforts have been well-received by clients, who appreciate the consistent maintenance of healthy relationships and the support provided. This positive feedback underscores the team’s commitment to delivering exceptional customer service and highlighting their contribution to the company’s success.