Call centre, complaints and customers

Customer service in one place: the call centre, complaints with their deadlines and the regulatory register, duplicate records, households and representatives, consents and offers.

The call centre

Sales > Call centre: type what the caller gives you (the number they call from, a name, a policy or a claim number) and open the customer.

1. Check identity: say who is calling (the customer, a household member, a representative) and ask two questions: date of birth, last four of the ID number, a policy number, the email or the street on file. Two right answers and no wrong one verify the caller. A household member or representative must also be allowed to act for the customer. Until then you see counts, not details.
2. Script: choose the reason for the call to see the steps to follow. The main account edits scripts under Settings > Call scripts.
3. The screen shows policies, claims, open complaints and requests, the latest contact, the household and representatives, consents, and offers worth mentioning.
4. End and log the call records the summary and the outcome on the customer's Contact history.

Complaints

A complaint gets two deadlines from the moment it is received: acknowledge within 2 working days and give a final answer within 15 days. Acknowledge emails the customer the complaint number and the answer date. Resolve records the outcome (upheld, partly upheld, not upheld), the root cause, any compensation and the final answer. Complaints past their deadlines are on the Past deadline tab and the managers are told.

The Regulatory register tab lists every reportable complaint; Export gives the register as a spreadsheet with received and answered dates, whether the deadline was met, outcomes, root causes, compensation and regulator references. Referred to the regulator records the regulator's reference.

Service requests from the portal get a due date too (5 working days) and are flagged when late.

Duplicate customers

A customer's screen lists possible duplicates: the same email, ID number, phone, or name and date of birth. Merge a duplicate moves everything (policies, quotes, claims, invoices, payments, complaints, contact history, consents, bank accounts, portal access) to the record you keep, fills in its empty details and marks the other as merged. If they are different people, say so and they are no longer suggested.

Household and representatives

The Household and representatives tab records family members and anyone allowed to speak or act for the customer, for what (see policies and claims, report claims, pay, request changes) and until when.

Consents and do not contact

Record consent keeps each answer (marketing by email, SMS, WhatsApp or calls, data sharing, profiling) with when and how it was given; the Consents tab keeps the history. Do not contact for marketing on the customer stops offers from being suggested. Service messages about their policies and claims still go out.

Offers

Settings > Offer prompts sets what staff should mention: "holds motor, has no home cover: mention Home and contents". Matching prompts appear on the customer and in the call centre.