UK Claims Organisation Witnesses Rapid Growth With Daviker Solution

UK Claims Organisation provides a one stop shop for people involved in road traffic accidents that wish to make compensation claims. The Liverpool based company was formed in 2010 and has already witnessed significant growth and has quickly established itself as a force within this highly competitive industry.

UK Claims Organisation buy data containing people who have previously indicated they were involved in a road traffic accident and wish to make a claim. In the initial stages of their operation, they manually dialled these individuals but this method of contact was proving highly inefficient.

Lesley Severs, Sales Manager added: “It seemed everything within the business was time consuming. We were not contacting nearly as many people as we would have liked. We simply couldn’t get through all the data and we were losing a lot of potential business. We had to ask ourselves the question, how long could we be viable as a business utilising outdated, inefficient methods?”

Daviker Proposals ‘In Tune’ with Claims Management Sector
UK Claims Organisation quickly made the decision to invest in predictive dialler technology and invited Daviker to showcase the TouchStar system. Lesley and Operations Manager, Joe Walker were immediately impressed with Daviker’s proposal.

Joe added: “It was a very easy decision to make. The Daviker solution had everything a growing business such as ours required. Furthermore, they seemed to be completely in tune with the specific needs of our industry, whereas none of the other suppliers seemed to have any understanding whatsoever. It was an easy decision to make!”

Very Fast System Implementation
Once UK Claims Organisation chose Daviker as their call centre supplier, implementation was quicker than expected. Joe added: “The engineers from Daviker quietly came and went about the job and before we knew it, the call centre was up and running in no time at all! They stayed on site to ensure everything was working properly and ironed out any teething troubles.”

Almost Quadrupling Productivity
UK Claims Organisation is witnessing huge increases in efficiency and productivity as the Daviker solution revolutionises their business.

Joe said: “The productivity increases have been phenomenal and the figures speak for themselves. We have gone up from handling 40 claims per month to 155, which has really allowed us to grow the business. We have recently doubled the number of agents on TouchStar and obtaining extra licenses could not have been easier.”

Simplicity
Joe and Lesley have been impressed by the simplicity and ease of use of the Daviker solution. Joe continued: “It’s easy to input data and the data recycling rules allow us to get a maximum ROI on the data we purchase.”

Lesley went on to add: “Small businesses like ours can’t afford to employ expensive IT departments so it is vital that the system is easy to operate and that’s the way we like it! Furthermore, the Daviker support team being close at hand is always willing to help with any issues.”

Agent Performance Improved Through Advanced Scripting
Daviker TouchStar has allowed agents to become ‘experts’ with all aspects of the claims process. Advanced scripting with logical branching includes pre-defined validation, calculations and decision making. This has been particularly relevant for the complexities of the claims process.

Joe added: “It works like magic. Everything we want the agents to say or calculate just pops up on their screens so the amount of time training them is kept to an absolute minimum.”

Improved Agent Performance - Call Recording and Monitoring
Joe has made intensive use of the integrated call recording and playback facility. He elaborated by saying: “I listen to agent calls every day to ensure our expectations are being satisfied. If we receive a complaint or have difficulties with a client, I can quickly retrieve the call and take any appropriate action necessary. The agents are also aware that calls are being recorded and this improves their performance. TouchStar Supervisor allows us to see in real-time the status of agents so I know how long agents are on call, in wrap time, unavailable and so on. ”

Seamless Business Integration with Workflow Solution
UK Claims Organisation also invested in the Daviker TotalWorkFlow solution which replicated the efficiencies gained from the call centre into the claims administration process. The two software packages have been seamlessly integrated and ensure maximum efficiencies have been obtained throughout the business.

Future
UK Claims Organisation is continuing to grow its business and see the Daviker TouchStar solution as an integral part of their plans. They are planning to move to larger premises within the next 12 months and expand both the claims and marketing companies.

Lesley Severs concluded
“We are here for the long term and expect to diversify into other claims management and financial service operations. Daviker solutions are so adaptable and versatile that we know we won’t need to invest further should the business model change at some point in the future.”

Potential Phone Scam

We have been informed of a potential Phone Scam and would like to bring this to your attention:

"I received a call from a 'representative' of BT, informing me that he was dis-connecting me because of an unpaid bill.

He demanded payment immediately of £31.00 or it would be £118.00 to re-connect at a later date..

The guy wasn't even fazed when I told him I was with Virgin Media, allegedly VM have to pay BT a percentage for line rental!

I asked the guy's name to which he answered 'John Peacock' with the following phone number - 0800 0800 152.

Obviously the fellow realized I didn't believe his story, so offered to demonstrate that he was from BT. I asked how & he told me to hang up & try phoning someone - he would dis-connect my phone to prevent this. AND HE DID !!

My phone was dead - no engaged tone, nothing - until he phoned me again.

Very pleased with himself, he asked if that was enough proof that he was with BT. I asked how the payment was to be made and he said credit card, there and then.

I said that I didn't know how he'd done it, but I had absolutely no intention of paying him, I didn't believe his name or that he worked for BT.

He hung up.

I dialled 1471 - number withheld.

I phoned his fictitious 0800 number - not recognized., so I phoned the police to let them know. I wasn't the first!

It's only just started apparently, but it is escalating.

Their advice was to let as many people as possible know of this scam. The fact that the phone does go off would probably convince some people it's real, so please make as many friends & family aware of this.

How is it done?

This is good but not that clever. He gave the wrong number - it should have been 0800 800 152 which takes you through to BT Business.

The cutting off of the line is very simple, he stays on the line with the mute button on and you can't dial out - but he can hear you trying (This is because the person who initiates a call is the one to terminate it). When you stop trying he cuts off and immediately calls back.

You could almost be convinced!

The sad thing is that it is so simple that it will certainly fool the elderly and vulnerable.

By the way this is not about getting the cash as this would not get past merchant services - it is all about getting the credit card details which include the security number so that it can be used for far larger purchases."

For any further information about this scam, please contact Daviker directly on 0845 250 80 40.