Tuesday, February 26, 2013

Quality Paramenters of Injury Claims


Our Quality Parameters:
      Claimant had an accident within last 2-3 years
      MUST want to claim for compensation
      Claimant has never placed a claim and has never spoken to anyone regarding in making a claim
      Name, Address & Insurance Company details of Claimant
      Valid IDs of Claimant (e.g. Policy Number, National Insurance Number, Date of Birth)
      At least one contactable number that they will answer
      Date of accident and location of accident
      Brief description of accident
      Vehicle details
      Details of witnesses (if any)
      Full details of passengers (if any)
      Car registration number of third party and any other details (If available)
      GP details & hospital name
      Brief description of injuries sustained
      Fixed call back time for law firm
      Accident must reported to respective local council in case of PL/OL/S&T
      Must have complete picture evidence in case of  PL/OL/S&T
      Accident must be reported to companies’ accident book in case of ELI/WRI.

Liability of discrepancy in quality parameters:
          Discrepancy only exists when anything goes against the set parameters of quality. In such cases cooperation of law firm will be required or referral will take responsibility to fulfill quality parameters.
          e. g. Claimant was willing to provide third party to law firm only; so referrer will mention it & law firm is liable to take that information for mutual benefits.
          e. g. Client is not available on given appointment; then law firm will try to reach on a second occasion and if still fail to contact then liability is of referrer to arrange another appointment.

Accident Claim project introduction


Every year around three million people suffer a personal injury from an accident that wasn't their fault. Yet amazingly, only a quarter of them ever consider claiming compensation. Many people don't even realize they can make a claim or else think that it's too complicated, time consuming and costly.



Introduction:

Being involved in a road accident can be agonizing and distressing both mentally and physically. Every year road collisions cost hundreds of lives and leave thousands more injured and traumatized.

If you have had an accident caused by a third party within the last three years, you could be entitled to make a claim for injuries or losses resulting from that accident. The scenario could be that you were the driver or passenger of a car, motorcycle, or a victim of a hit and run. Whatever the type of accident, the insurance companies representing the party at fault are legally required to pay you compensation if you have been injured.

Every road user owes a duty of care to other road users. If a user has broken their duty of care by driving negligently, then they will be held responsible for any injuries caused by their actions and you will be entitled to bring a claim against the person at fault.

Don’t worry if the driver at fault is a family member or friend, as all legal actions will be directed at their respective insurance company. It is also not essential that the police were informed, unless the accident was a hit and run, or the third party had no insurance. In such circumstances, the accident must be reported to the police at the earliest possible date. If you have been the victim of a hit and run, then there are statutory government schemes in place to compensate you.

Conditional Fee Agreement:

If you do not have legal expenses insurance, we may be able to advise you under a Conditional Fee Agreement (CFA). Under a CFA, we charge you nothing if your claim fails but charge a success fee (which we recover from your opponent - not out of your damages) if your claim succeeds. We will also arrange insurance for you to cover your liabilities in the event of an unsuccessful claim. This insurance cover is usually at no expense to you.

Personal Accident Claims

  • accidents at work
  • road traffic accidents
  • Slips& Trips
What to do if you have an accident

After an accident, there are a number of things you can do in the initial period to preserve and record all physical or verbal evidence available, especially where the evidence may not be obtainable at a later date, or where circumstances may change.

As time passes, it becomes more difficult to investigate a claim, so if you have been the victim of an accident, please check below for further advice. The sooner you begin the claim the better, while the information is fresh and evidence still available.

Road Traffic Accidents

The most important step when you have been the victim of a Road Traffic Accident through no fault of your own is to record as many of the third party details as possible at the scene of the accident. These will comprise name, car registration, address, contact number, insurance details, and also where possible inform the Police (who may or may not attend the scene).

If the police attend on your behalf, then they will record the details themselves, and we will then need the Police Reference Number to obtain their report.

If possible, obtain Witness names and contact numbers as they may prove invaluable if there is a dispute over liability.

It is important to attend for medical treatment as soon after the incident as possible, as these records will be vital in determining the extent of your injuries and your prognosis.

Keep your Receipts! It is important to keep a written record of all financial losses arising from the incident. These will include loss of earnings, travel expenses, medical expenses, miscellaneous losses, and damaged clothing. Sometimes a claim can include an element for time incurred by family and friends looking after you. The basis for this part of the claim would be that otherwise assistance would need to be provided by the State.

Keep your Receipts! It is important to keep a written record of all financial losses arising from the incident. These will include loss of earnings, travel expenses, medical expenses, miscellaneous losses, and damaged clothing. Sometimes a claim can include an element for time incurred by family and friends looking after you. The basis for this part of the claim would be that otherwise assistance would need to be provided by the State.


SLIP/TRIP ACCIDENTS

If you have suffered from a trip or fall in the last three years, you may be eligible for compensation. Being involved in a slip/trip accident can be a very distressing experience, sometimes leaving victims with serious injuries leading to months or even years of painful treatment.

If you are in a public place such as a park, street, shopping centre or office, the owner has a legal duty of care to ensure the safety of members of public. If they have failed to do this, then we should be able to assist you in making a claim. The claim could be directed against the local authority, shop owner or supermarket, and if the defect is serious then you may well be entitled to compensation.

The specific facts in your case and nature of the defect will determine whether or not we will be successful on your behalf.

Accidents at Work

There are very stringent safety rules for Employers to follow in the workplace, and they have a strict duty of care for staff in their employ. If you can prove that you have been injured at work as a result of your employer's negligence, then you will have a very strong case. You may have been injured because of an unsafe system of work, a breach of Health and Safety legislation or possibly because the equipment supplied to you was unsafe or you may have been expected to comply with dangerous working practices.

Your employers are also legally required to hold Employers Liability Insurance with a reputable insurance company, and they are not allowed to behave in a threatening or otherwise hostile manner should you be in a position where you need to claim from their policy. Your Employers are also not allowed to dismiss you or make you redundant purely because you have been injured and wish to claim.

If this happens, you may be entitled to take your case to an industrial tribunal and sue for wrongful dismissal as well as filing a separate personal injury claim for any loss of earnings and injuries sustained in the accident. If you are injured in an accident at work you should make sure that the details of the accident are noted in the Accident Report Book at work and if possible take a copy of it.

ACCIDENT REPORT FORM & INSTRUCTIONS



Following details are essential requirement for any case. Otherwise case will not be legitimate and will be considered incomplete & invalid.

  1. Car Owner Details:

·         Full Name
·         Date of Birth
·         Address
·         Postal Code
·         Contact Number
·         Name of Insurance Company

  1. Driver’s Details: (If not same)

·         Full Name
·         Date of Birth
·         Address
·         Postal Code
·         Contact Number
·         Name of Insurance Company

  1. Third Party Details:

·         Full Name
·         Car Registration Number
·         Name of Insurance Company

  1. Accident Details:

·         Date of Accident (e.g. September-2009)
·         Place of Accident

  1. At fault Party?
  2. Circumstances of Accident
  3. Injuries Sustained?
  4. Hospital Attended; if any

UK Injury Claims Project Cold Calling Script


Script – Injury Claims (UK)
Opening:

Hello…
Am I speaking with Mr. or Mrs. XYZ? (If Yes… Then Introduction)

Introduction:

Mr. / Mrs. XYZ. My name is ABC and I am calling you from Road Traffic Collision Department.

Presentation:

We have been informed that, someone from your address has sustained injuries in an accident, and the person is still looking for compensation. Is this true?
[If customer says NO; Our record shows that someone was involved in accident from your address. Do you remember any accident in last 3 years, it could be anyone from your family member? If customer still says NO; I am talking about that accident in which someone hit in to your car from back or from the side. If still say NO; then close the call.]

Probing & Discovery:
If YES: Oh I am sorry to hear that, so can you confirm the date of accident? [2 Years limitation is preferred however maximum time for a claimable injury is within last 33-34 months. If case is older than 34 months; close the call.]

Explanation:

Mr. / Mrs. XYZ. You are eligible to get a minimum compensation of two thousand pounds to three thousand pounds (£2000 - £3000) for your personal injuries or damages. You will not pay anything for claim. And you will receive your compensation amount within 4-6 weeks. Alright?


Now, can you please tell me how was the accident happened?

Can you tell me what exactly happened in that accident? (like you were moving or stationary on a roundabout or on a junction or on a signal)

Were you alone in the car or you had some passengers with you?

What sort of injuries you sustained in that accident? [Ask in details about the injuries.]

Who paid for your car damages? [You can confirm it when you are not clear that who was on fault.]

Did you attend the GP or Hospital? [Continue even if client says NO]

I need a bit more co-operation from your side. I’d note down some important information. That’s how your case will be ready for claim. OK?

Collect following information from client:

CLIENT’S DETAILS:

-          Full legal name (first and last, as it appears on his driving license or other ID’s)
-          Shipping Address, with apartment/suite number, and postal code
-          Existing Cell phone number (if any), or an alternate number
-          Existing home phone number

-          Date of Birth
-          Car Make & Model
-          Car Registration
-          Name of insurance company
-          GP Details [If attended]
o    Name of GP
o    Hospital/Clinic Name
o    Address

I believe you must have the third party details with you. Right? [If NO, Try to recall may you would have written in your diary or somewhere else?]
(If YES, then take these details)

THIRD PARTY DETAILS:

-          Third Party Details
o    Names
o    Contact Number
o    Insurance Company Name
o    Car Registration Number/Driving License Number

Transfer the call or set an appointment.  

Transfer for verification:

Alright, I am now transfering my call to my Senior Claim Investigator who’ll guide in a better way to pursue your claim. OK?
[Get a YES, and then proceed. If customer refuses then set an appointment for paper department.]

Appointment for paper department:

Someone from my paper department may give you a ring, so what time suits you the best when they ring you? [Get a call back time and proceed.]

I am going to set the same time for our solicitor firm. You will receive the call from one of our solicitor who is going to pursue your case. I am confident that you will receive maximum compensation amount as soon as possible.

Closing:

I really appreciate your time with me. Take care [wait… until client says bye]

[Never hung up the call before your client]

… bye … bye …

[For security reasons you can issue dummy reference number to each case; so that client should not share information with any other than your own law firm. e.g. BZ8162]

ROAD TRAFFIC COLLISION DEPARTMENT

Address: 19 Rea Street South, Digbeth, Birmingham
Postal Code: B5 6LB

CALL BACK NUMBER

IN PROCESS... COMING SOON  (0121) – XXX XXXX

Solo Mobile Campaign/Project Script/Pitch


SOLO MOBILITY SCRIPT

Hi. This is ---- calling on behalf of Solo Mobility.
How are you doing today? (Listen to the customer and then reply accordingly)

 We are glad to announce that you have been qualified to receive a free cell phone and for that I just need to ask:

*How many cell phones do you have right now?
*Are you on a contract or pay as you go?

If Customer replies I am on a contract! (Read the following line)

I believe that is or those are under your name and you pay the bills.

We are glad to announce that you have been qualified to receive a free cell phone. It’s a brand new -------------------------, camera phone with audio video recorder. It has camera with a built in speaker phone. This costs $150 in the market however with this great promotion you will get it absolutely for free. We deliver the phone at your doorstep with in next 7 to10 business days with out any shipping and handling charges.

And we have a best Basic local plan for you, in this plan on 2 years of contract you will get 100 local minutes for the whole month, unlimited local evenings starting from 7:00 PM till 7:00 AM in the morning and unlimited local weekends starting Friday 7:00pm till Monday 7:00am.

And the best part is that you will also get unlimited Text Messaging and your monthly bill for this basic plan will be $ 27+ tax.

HOW DOES IT SOUND TO YOU?

ADD ON’S:
We also have unlimited incoming calls package available for only $10 on top of $27+tax.
May I ask do you need to add on call display, voice mail or unlimited incoming local
Calls, how ever it will cost you extra on top of $27+tax?

Let’s get you started for this great offer.
May I have your First name ( take his full legal name , shipping address, postal code, existing cell phone number, existing home phone number, date of birth and 2 pieces of IDS. Best combination is to take Driver’s License and Social Insurance number; other major IDs are credit cards and passport number.)

After closing the sale let them know about verification call as well.

Thank them for their business.
Happy Sales  J

Sample Business Profile



 Our Vision
“To be recognized as best telemarketing management among global call center industry.”
Our Mission
“To accomplish customer satisfaction through service excellence & to help our affiliates in building relationships with their prospects.”
Our Assurance
Ø  Quality Operations
Ø   Trained & dedicated agents to support process
Ø   Software driven MIS for process monitoring
Ø   Cutting edge technology to support processes
Ø   Advance router module for date security
Ø   Target achievements within decided time frame
Ø   100% success of project
Ø  Regular Follow up on corrective actions to rectify process defects
Ø  Documented procedures allow for review and authorized release of documents & product
Ø  Procedures for defect detection and correction and subsequent re-test
Ø  Documented procedure for a supporting process whose purpose is to identify, define, and baseline items
Ø  Monitor and counsel
Ø  Report and record status of all calls monitored
Ø  Ensure completeness, consistency and correctness on all quality parameters
Callswave has fully functional platform of telemarketing with dedicated & experienced work force. Where any task and operation related to offshore telemarketing industry can be dealt. We shall encourage clients to provide their feedback to help us maintaining standard employment for them.


NOTE: THIS PROFILE BELONGS TO OUR OWN BUSINESS SETUP AND IS OUR OWN COPYRIGHT.

Business Profile

It is important to know that like any other business; in call center business you also need a great business profile. After all its your first impression on your business affiliates.

Normally a business profile has just one page on company letter head having following:

SECTION A

Its the header part of the document, it has following

  • Company Name
  • Slogan of Company

SECTION B

Its the body part of the document and have

  • Vision
  • Mission
  • Introduction 
  • Assurance / Committment
SECTION C

Its the last part / footer of the document and it contains:
  • Address
  • Contact Number
  • Email / Website Address


Overview


This blog is about exploring the secrets of Call Center Industry. We are providing here helping material which you can to understand the call center better.

When you learn how to run your own business of call center and what are the requirements then you can be a successful business person by using the information on this blog.

You also should be familiar with using VoIP, Routers, Computes system, hiring employees, retaining an employee for long time, designing bonus packages for employees, daily challenges with your campaign, your project behavior, rebuttals and scripts of different call center projects and a lot more secrets are revealed here in this portal.

Welcome on the right place for a call center.