Customer Care Approach

The customer is the most important part of all the programs.  Therefore, the ID Theft Specialists at Europ Assistance go through a stringent hiring and background check.  Each Specialist undergoes an intensive three week training process with emphasis on internal procedures and systems, customer service skills and ID Theft education.  There is a strong focus on interactive role play and test calls. 

The Quality Assurance Department audits the calls of the ID Theft Specialists to ensure that calls are handled appropriately, according to set protocols and their high level customer service expectations.

Performance Standards

Performance standards are measured on a monthly basis and this includes:

• Telephone Service Factor measurements
• Average Speed of Answered Calls
• Systems are measured for performance improvements
• Cases are tracked from inception to resolution