As the workplace culture evolves to increase flexibility and engagement, companies consider how to handle attendance policies. Are absence management policies still appropriate or should companies trust employees to manage their time?
Distrust Leads to Disengagement
If management distrusts staff and creates strict attendance policies, the company may see an increase in absences. Employees can tell when managers don’t trust them and this can cause staff disengagement. Disengagement can lead to a decrease in effectiveness and an increase in absences as people find convenient excuses not to go to work, like a great football game on television.
Trust Increases Productivity
Statistics prove that just as a lack of trust decreases productivity, management faith in its staff increases production and engagement. People manage their own time and DVR that football game so that they can put more effort in their work.
Is There a Middle Ground?
So if trusting employees improves engagement and decreases absenteeism why is an attendance policy necessary? Unfortunately, not everyone deserves trust. There are employees who will be habitually late or absent, so the company needs to create policies to manage this minority.
In search of a middle ground, some companies have created attendance guidelines that management enforces when necessary. This allows the majority of workers to manage their time on their own while management offers support as needed. When someone abuses this system of trust, management has formal procedures in place to reprimand the transgressor.
Absence management policies don’t need to be strict or enforced with an iron fist. A guiding hand may prove affective for most employees and you will create a positive work environment that encourages employee engagement.
If you are looking for more information regarding absence reporting or employee management, contact the experts at Actec today.
Author: Andrew
Article Exceeds 10,000 Views: What Is First Notice of Loss?
First Notice of Loss (FNOL) is a crucial component of operating an insurance business, though few fully understand and leverage it. So it’s not surprising that an article on this topic written by Actec Systems has recently exceeded 10,000 views. A synopsis of this popular article follows:
Many are unaware that when they first contact their insurance provider to report theft, loss or damage that they are actually contacting a first notice of loss (FNOL) call center. FNOL call centers typically operate 365 days a year, round the clock, ensuring policyholders can easily report a loss, and further, that the respective insurance companies receive timely and accurate claim loss data.
First notice of loss operations are sometimes staffed internally, but more frequently these days, the operations are outsourced to a specialist. As one can imagine with any 24/7 by 365 day a year operation, staffing, training and accurate claims intake are challenging for any organization. There are different types of vendors which offer solutions for FNOL, some offer software, others offer a comprehensive call center based on a proprietary application, and still others customize their call center operation to accommodate any platform. These are platform agnostic vendors who claim to work with insurance companies’ existing platforms.
Why is first notice of loss important to both policyholders and insurance companies? Obviously the key function of a notice of loss is to alert the responsible insurance entity as to the theft or destruction of something which is covered under the terms of the policy. In some cases, notification will precede the filing of a formal claim. In certain circumstances, the insured may contact a FNOL representative and follow specific rules of engagement relating to the policy parameters. This happens often when a provider underwrites different types of insurance coverage and uses a specific format for each type of policy offered to consumers. Herein lies the challenge for many insurers, and the frustration for many of those insured, as policy specifics dictate both the necessary information intake, and the resulting claims processing process. In many cases, speed is of the essence. For example, theft relating to jewelry would require very specific loss notification, and further, rapid notification to the authorities and insurance provider can help result in improved odds of recovery.
First notice of loss has been undergoing a metamorphosis offering insurers an opportunity to demonstrate their relative professionalism at a time where their policyholders are likely upset and under stress. This is an optimum time, regardless of whether the call center is in house or outsourced to demonstrate a customer centric attitude increasing customer satisfaction and loyalty. First notice of loss (FNOL) is a critical component of client satisfaction and customer retention.
Actec specializes in first notice of loss, claim management, and absence reporting, and is a recognized expert in the industry. You can read the full article here. For more information on FNOL, absence reporting, and claim intake systems, call Actec at 1.800.862.2832.
Are FNOL Apps The Next Big Thing?
The saying “there’s an app for that” doesn’t apply to First Notice of Loss (FNOL). At least not yet. As insurance companies rush to maintain competitive advantage with top of the line service offerings, an FNOL app may be the next big thing. But is it what customers want?
People Don’t Think About Insurance
People don’t think about their insurance. Then, when something does happen, the last thing a person thinks about is contacting their insurance agent. FNOL reports are often delayed because the insured didn’t consider reporting the loss while in the middle of the situation.
An App May Fix That
People do love their smart phones and are always looking for new apps to make their lives easier. If they had an FNOL reporting app on their phone they may consider filing their claim sooner. It would also benefit companies because they wouldn’t have to have 24/7 call centers staffed with agents who specialize in FNOL intake.
Do Customers Want It?
Would customers want to use an FNOL app or does it just sound good to insurance companies? Older customers still feel more comfortable talking to people on the phone when handling important matters such as First Notice of Loss. Even millennials, who love DIY portals on websites, still prefer to call their insurance agents in certain situations, such as discussing their policy, payment issues and filing claims.
So for now an FNOL app doesn’t seem like a good solution to intake claim management. It is still important to have an effective FNOL intake strategy in place, which includes a 24/7 365 call center.
Contact the experts at Actec for more information about our proprietary intake solution, and how you can use it to improve workflow and improve customer satisfaction.
FNOL Workflow Enhanced With Tailored Solutions
Costs related to data errors and processing inefficiencies are the most expensive elements of the FNOL process. If you can create a customized workflow with tailored software and intake management solutions, your company can improve return on investment and increase customer satisfaction.
Multiple Systems Involved with FNOL
First notice of loss reporting combines both customer relationship management systems and content management systems. Information updates aren’t always available in real time, which can impact the entire claims process. It can also lead to expensive situations, such as:
- Delayed status reports
- Processing delays due to verification from multiple systems
- Data entry errors due to a lag in system updates
- Processing mismanagement due to misfiling of claims
Intuitive and Customized Workflow
In order to increase efficiency, companies need a customized workflow that helps guide agents and documents through a customized system for specific business needs. This can help:
- Guide agents through the correct process
- Route claims through proper handling systems
- Track activity to offer status updates
- Offer a 24/7 touchpoint for the customer
A one size fits all software solution may not be right for your business. Contact the experts at Actec for more information about our proprietary intake solution.
Don’t Be Tardy with Your Absence Management Strategies
Employees who are chronically tardy are the bane of many managers. Showing up ten or fifteen minutes late may not seem like an issue to some workers, however, from a management standpoint, it can be a serious problem. This is why part of a company’s absence management strategies has to include tardiness policies.
Create a Point System
Creating an occurrence policy should include people who arrive late, leave early or miss an entire day. For example, employees would receive half an occurrence if they are more than ten minutes late. This will help workers understand that the company believes punctuality is essential for continued employment.
Create a Workshop
Another strategy would be to have Human Resources conduct a workshop to help employees understand the importance of arriving to work on time. To make the workshop successful, it is important to stress the benefit to the employees and not just the company.
Put it in Writing
Create a section in the employee handbook that explains the company attendance policy and how tardiness will be handled by management. This will help if you need to reprimand or let go of employees who are chronically tardy to work.
Tardy employees effect department morale, production and management effectiveness. Including tardiness policies when you create an absence management strategy will create a better and more productive workforce.
If you are looking for more tips for improving absence reporting or employee management, contact the experts at Actec today
FNOL: Advanced Listening Strategies
Making a connection over the phone is difficult in the best situations. Customer service and sales professionals have to engender trust and form a relationship with guarded, stressed or hostile individuals. Advanced listening strategies can help you make First Notice of Loss situations a better experience for everyone.
More Than Active Listening
Active listening skills are an important part of customer related positions. However, in situations such as FNOL calls, basic listening skills aren’t enough. Repeating what the customer says verbatim may show you were listening, but doesn’t show you comprehend the situation.
Advanced active listening skills include:
- Listening for verbal cues
- Repeating what the customer said in your own words
- Confirm that you heard the customer correctly
- Ask relevant questions to close the conversation
Listening for verbal cues will help you understand key pieces of information, even if they don’t say everything you need out loud to complete your forms. Jotting down information will help you rephrase what the customer said and form the relevant questions you will ask.
Confirming what you heard after you rephrase what the customer told you is important. Many people will point out if you misheard a point, however in stressful situations such as a FNOL call, customers may not catch discrepancies.
Therefore, it is important to ask them directly if you understood what they were trying to say. This will help ensure you complete the forms correctly and will avoid issues with the claim later in the process.
Asking relevant questions will show your experience and reduce the customer’s stress level. Nothing makes people more frustrated than being asked pointless questions they may have already answered. Only ask what is necessary to complete the form and then move on to what the customer has to do next to complete the FNOL process.
Using these techniques will help engender trust early in the conversation and make the FNOL call successful. You will be able to complete the forms accurately and you will improve the customer experience. For more claims handling and first notice of loss expert tips, contact the experts at Actec today.
Absence Reporting: Year in Review
Understanding human resource management is an important part of controlling absenteeism within an organization. The office environment, stress, and unfair absence policies have just as much of an impact on employees calling out sick as illness does.
Absence management is a complex process and one that evolves over time. Companies need to look at all the factors that influence absenteeism and work to create a positive and engaging work environment. Businesses also need to review their absence policies to determine if they fit current organizational needs.
As 2015 draws to a close, your company may decide it is a good time to review company policies, including absence management. Here are five of our
popular posts related to absence strategies, policies and management:
- Absence Management with Employee Engagement
- The Importance of the Return-To-Work Interview
- Absenteeism and Workplace Stress: Six Tips For Managers
- Creating An Absence Policy That is Fair and Effective
- Make 2016 The Year You Get Absenteeism Under Control
Absentee management is an important part of controlling costs and increasing revenue. Outsourcing absence management can help your company create an efficient and cost effective solution. Actec specializes in absence reporting, 24/7 claims reporting and first notice of loss. Contact us today to find out how we can help.
FNOL Strategies: Top 5 FNOL Blog Posts
First Notice of Loss (FNOL) call centers are more than just a method for your customers to file a claim. They are a way to differentiate your company from your competitors and improve customer satisfaction. Whether you handle FNOL reporting in-house or outsource your call center process to a third party, it is important to understand FNOL strategies.
Our five most popular blog posts will help you comprehend vital aspects of FNOL, including:
- The significance of workflow management
- The software, hardware and human resources necessary for FNOL management
- How to balance business needs with state requirements and customer demands with FNOL reporting
- How a multi-channel FNOL strategy is important for customer satisfaction
- The value of creating a one-call solution for FNOL reporting
The top five FNOL blog posts of 2015 are:
- Top 6 Features Of A Workflow Management System
- FNOL Strategies: Efficient Data Entry Strategy For Claim Management
- Enhance Customer Experience With First Notice of Loss Solutions
- Is Your FNOL Processing Ready For Gen Y?
- Improve FNOL One Call Intake Management
Reducing costs while increasing customer satisfaction will improve the ROI of FNOL management. Third party call centers are an effective alternative for in-house FNOL reporting. Third party companies have the up to date solutions and trained staff to handle a variety of FNOL reporting services and can offer professional solutions for reasonable rates.
To help your company understand the intricacies of customer intake solutions, claims handling and first notice of loss, contact the experts at Actec today.
Do You Have Effective Loss Management Protocol?
Does your company have a loss management protocol? If your company doesn’t have a procedure in place, your organization is at risk of reduced revenue and increased customer dissatisfaction. Learn the elements of an effective loss management protocol to help get your claims process back on track.
Managing Loss
While you don’t know when a customer will call in to report a loss, you do know that it will happen. Having experienced staff, the right software and an efficient workflow will help you manage claims in a way that will reduce costs and improve customer retention.
Elements in an effective loss management protocol should include:
- Creating a consistent method for FNOL and handling claims
- Creating a workflow that reduces processing delays and unnecessary costs
- Ensuring all claims are handled with compassion
- Have a procedure to analyze claims as a part of loss management improvement
Handling claims consistently efficiently and with kindheartedness reassures the client and decreases unnecessary costs. Analyze your company’s loss management protocol to determine how you can improve workflow and increase efficiency.
An effective loss management control starts with a professional FNOL contact center. To learn more about the claims handling process, contact the experts at Actec today.
Improve FNOL One Call Intake Management
Creating a one-call solution for FNOL management improves customer satisfaction and claim processing. Having the right staff, software and process in place will help get the right data in the right place in the shortest amount of time.
Incident Reporting in One Call
FNOL call centers are meant to help customers report an incident in a single call. In order for this to happen, you need:
- Adequate staff for 24/7 365 reporting
- Trained staff that can collect all relevant details
- Software that files data electronically
- Processes that reduce paperwork and unnecessary communication
Call center operators need to be able to enter all information quickly and efficiently so that they can reassure your customers and advise them of necessary next steps. This isn’t always possible in-house, so some companies look to outsourcing.
Outsource Requirements
When reviewing possible FNOL call centers you should make sure that, they meet basic requirements, including:
- Adequate staffing of trained operators
- Up to date systems
- Personalizes solutions to meet your needs
- Ability to escalate the call when necessary
These requirements will help your customers receive the customer service solutions they deserve and your company receives the data it needs to complete the loss management process.
To help your company understand the intricacies of customer intake solutions, claims handling and first notice of loss, contact the experts at Actec today.