Zantia offers a range of services in a number
of areas:
For more
information and/or an informal discussion of your needs and possible
solutions or to arrange an initial free consultation, contact
Zantia.
CUSTOMER
Improve access to a business’s services; promote quality and assist
customers to get the most from business services by defining what is
being provided and the standard that should be expected via a
Customer Charter.
Attract and retain customers by utilising feedback mechanisms and
customer satisfaction surveys. Analyse this information to form an
action plan to deliver customer improvements.
Have in place effective complaint procedures and undertake regular
root cause analysis to gain a better understanding of drivers of
dissatisfaction, to enable overall improvements in service.
A mystery shopping service can assess and report on areas such as
service standards, regulatory requirements and customer service
skills.
Review of all customer related processes, communication methods and
transactions to evaluate whether this is satisfactory and to ensure
that the business is totally focused on the "customer experience.
Providing recommendations that improve operational performance and
proactivity.
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EMPLOYEE
Conduct an opinion survey, analyse the results and produce an action
plan to bring about improvements.
Consider introducing reward and recognition schemes to motivate and
improve morale. Zantia has been involved in setting up a number of
schemes, one of which was regarded in 2003, by the Company MD, as
one of the best Company initiatives of that year.
Development and delivery of bespoke Customer Service programmes. See
testimonial (Powerplay).
Training in Team leadership, delegation, motivation and change
management.
Data Protection Act training and associated call handling
assessments.
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OPERATIONAL QUALITY
Create standardised processes, procedures and documents to provide
best practice to ensure consistency, improved efficiency and
productivity.
Review documented procedures, records, systems and controls, with
comments on the standards achieved and appropriateness along with a
prioritised list of areas and actions to be addressed.
Utilise management controls and statistics to effectively monitor
the business and customer service operations.
Monitor and analyse telephone traffic and telephone call handling
skills to provide a higher level of service at the front end of the
business.
Undergo a corporate governance and quality “health check” audit to
include ethical business processes and corporate social
responsibilities.
Professional proofreading for key external
customer documentation to make sure that the business image is
projected with a high degree of accuracy.
Aged debt reviews. See testimonial (Rainbow).
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OUTSOURCING &
SUPPLIER MANAGEMENT
Review and negotiation of supplier/outsourced arrangements and
relationship management, to ensure efficiency, cost control,
customer service levels and key performance delivery achievements.
Assistance with preparation and/or completion of Invitation to
Tender, Requests for Information or Request for Proposals.
Conduct selection, de-selection, benchmarking of outsourced/supplier
arrangements.
Audit of outsourced/supplier arrangements to ensure key objectives
and agreed service standards are being met.
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FINANCIAL SERVICES AUTHORITY (FSA) SECTOR SPECIFIC
Training and Competence (T&C) has never been more important within
the Financial Services Industry. A wide range of advice, support and
training packages in areas such as Technical insurance for Motor and
Household Underwriting and Claims, FSA: Insurance Conduct of
Business, Complaints and Treating Customers Fairly and the needs of
T&C is available.
Provision of robust, customised audit programmes that provide
detailed feedback, constructive solutions and actions plans in a
timely and efficient manner. Remember independent audit activity
helps to avoid disruption to the business. See various feedback
about the audit services that Zantia has provided in the
Testimonials section of the website.
Claims Audit can take a variety of forms some of which are detailed
below:
Technical: technical competence of claims handling, customer service
provision, ICOB and DISP complaint handling requirements, Data
Protection Act, Delegated authority handling.
Leakage: Investigation to assess where money has been paid and where
it need not have or identification of any recoveries overlooked.
Distinguishing between hard and soft leakage, with recommendations
to reduce leakage going forward.
Fraud: Initial assessment of a claim to ensure fraud indicators are
assessed to ensure fair claims are being settled promptly and
increased fraud awareness is used and action taken on appropriate
cases.
Outsourced arrangements: Where a third party undertakes part of a
claims handling function on behalf of an Insurer, the Insurer is
still held responsible for the quality of that undertaking and will
expect any company that they transact with, to adopt the FSA
principles in support of the regulatory requirements and to be FSA
competent.
The scope of an outsourced arrangement audit is shifting more to
corporate governance than individual claims handling. Audits
undertaken will review general management capabilities as well as
the controls and measures in place used to manage insurance related
work as this provides the ability to assess an outsourcers ability
to meet FSA requirements.
Suppliers need to recognise that an Insurers view of the supplier
capabilities and FSA competence will impact upon the business
relationship and supplier selection processes and so suppliers need
to be able to deliver satisfactory audit results to Insurers on a
business as usual basis.
Underwriting Audit: Audit of delegated schemes and review of
technical case underwriting and adherence to delegated authority
arrangements. See testimonials
(DAS/Cunningham Lindsey/Allianz Cornhill)
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