Assured levels of quality
We take the continuing quality of the services we offer extremely seriously. A dedicated team of AXA Assistance professionals operates robust processes with quality checks and standards at each stage of the process.
We use a programme of internal and external checks and audits to guarantee optimum service delivery.
For example:
- calls are digitally recorded for quality assurance and training purposes
- call statistics and individual advisor performances are monitored
- training material is continually reviewed to ensure it remains relevant and effective.
And finally, our Quality Assurance Department, which operates independently from operational departments, monitors the quality of the service we provide across all three of our strategic business units.
We place particular emphasis on proactively monitoring all agents speaking on behalf of our clients to their customers. AXA Assistance works with its entire staff to ensure support and guidance of our telephone agents.
We operate an established system of regular call monitoring, evaluation and feedback for all of our telephone agents. Inbound and outbound calls are recorded for training and quality assurance, and all staff members have monthly quality assessments that are based on their call quality, customer service, product knowledge and use of internal systems.
All assessments are fed back by line managers and our extensive training & development team addresses all training needs.
MOSQUITO (Measure Of Service QUality and Improvement TOol)
With MOSQUITO, AXA Assistance is taking a giant step forward in ensuring an even better customer experience.
Launched in March 2009 and initially for the team dealing with travel claims and travel calls, we're rolling out MOSQUITO to all operations departments at AXA Assistance and Ireland.
This unique quality assessment tool focuses on three key aspects of a call or a claim:
- was it a good/satisfactory conversation from the customer's point of view?
- have we technically resolved the customer’s claim in a friendly way?
- did the conversation work for the customer on an emotional level?
Each of these three aspects of the call is broken down into a standard list of straightforward questions. A dedicated assessor listens to one call from every agent every week and measures his or her capabilities in dealing with the customer’s request. The results are compared to a best-practice mean and the previous results achieved by the agent.
The call is then analysed by the assessor and the agent who discuss how the quality of future calls could be enhanced.
As well as helping customer service advisors who receive regular detailed feedback on their performance, MOSQUITO enables the Learning & Development team, and line managers, to monitor individual and team performance more effectively and react more quickly to training needs.
