Launching 24/7 contact centre for motor claims customers

26th November 2020

To allow our motor claims customers to speak to us directly at any time, we decided to launch a new 24/7 facility offering. Whilst we already provide an out-of-hours service through Auto Rescue Logistics we felt the time was right to offer this as a one-stop-shop internally, so we could support our customers when they needed us the most – no matter what time it is.

Our team in Colchester has been working tirelessly over the last few months to support this change in working hours. We have recruited a team of 12 new colleagues who have joined our FNOL team, covering late and night shifts from home.

Over the last six weeks, we have been training our 12 new colleagues to not only handle FNOL claims, but we’re supporting them to develop their skills to be able to deal with any customer in any situation.

Welcoming these 12 new colleagues into our FNOL team has enabled us to uniquely offer a 24/7 service, 365 days a year. We can provide not only an unlimited service, but one that is consistent, proactive, and maximising opportunities for early intervention.

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