When utilizing FNOL (first notice of loss) operations, it is important to stay technologically astute, harnessing all available venues to increase the client experience. This really is seldom more apparent than during times of inclement meteorological conditions, that will be explored in a specific case below. Data should be integrated across all contact methods, including telephonic, e-mail, fax, and direct web entry, for consolidated reporting and may be filtered by contact method if needed. Individual notices should immediately transmit via automated e-mail or fax to any number of recipients, based on the location, kind of report and other criteria. Scheduled summary reports must also be around, allowing regular electronic distribution of reports daily, weekly, monthly, or by custom period to multiple recipients centered on level of management inside an organization.
VoIP solutions are invaluable in enhancing telephonic intake by quickly connecting intake specialists with policyholder account information. Call switch statistics should be readily available for management reporting by individual incoming number. With these tools, FNOL complete call statistics and all associated time tracking may be summarized and archived right down to thirty-minute intervals.
To keep up quality standards, trainers and supervisors in first notice of loss monitor daily, listening to call home calls and recordings together with remote observation of FNOL intake. All calls must be recorded, then stored as.wav files and made readily accessible. Using RightFax, FNOL call centers may also log and distribute in- and out-bound faxes and e-mails for efficient and fully accountable document management. Thorough, advanced organization is key to achieving FNOL success.
In a specific case, when nearly all of Atlanta, including schools, had been power down for 3 days, effective first notice of loss was needed more than ever for businesses and organizations through the entire area. Though uncommon for the Atlanta area, strong snowstorms do sometimes occur, crippling the region. Lack of snow removal equipment coupled with a storm that dumped nearly 6 inches in less than 3 hours created numerous problems. Only a variety of technological prowess and careful planning can perform success in such conditions. FNOL intake specialists were put in local hotels to control call volume, in addition to remote intake specialists contributing from across the country. Through advanced and adaptive strategies, and a separate and interconnected workforce, even a city paralyzed in snow and ice can mitigate its losses.
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