chapter  2
Workbook assessment
Pages 1

Paula manages a large team of customer service agents in a call centre of an insurance company. Their role is to deal with customers calling up to make claims on their car and household policies. At the moment agents take details from customers and then send out claim forms for customers to check and sign. Once these are received back they are checked again, and allocated to the regional claims offices where they are then allocated to an individual claims adjuster.