Finnish staff for Finnish travellers
This month, we welcomed 13 new Finnish colleagues to the alarm centre in Copenhagen! At our travel alarm centre, the assistance coordinators are gathered in customer-oriented teams in order to strengthen the customer experience and satisfaction across the Nordic markets.
Why is this so important?
Customer-oriented travel assistance
This month, we welcomed 13 new Finnish colleagues to the alarm centre in Copenhagen. This is the result of a targeted and business-oriented recruiting effort as we strive to have all Nordic languages well-represented in the alarm centre so we are able to offer native-speakers to all Nordic travellers.
When you need help abroad it can be a frightening and insecure situation. However, being met by someone who speaks your own language creates a sense of safety. This is why we organise our teams at the alarm centre in market specific groupings and prioritise to have the local language of the traveller represented.
Communicating with local partners abroad
Combined, the assistance coordinators speak more than 37 languages. It is equally important that our staff can communicate effortless with hospitals, clinics and other partners worldwide.
Also it helps improve the sense of safety for the traveller, that the person handling the case is able to communicate with local medical staff and help minimize the potential language barriers at the injury destination. We likewise prioritise to have as few hands as possible on one case to offer as seamless a process as possible.
A strengthened customer experience
Moreover, at the travel alarm centre, the assistance coordinators are gathered in customer-oriented teams in order to strengthen the customer experience and satisfaction.
The customer-oriented approach ensures that the staff answering the phone has comprehensive knowledge about the exact insurance terms and they are therefore able to provide a better, faster and more customised assistance service to the insured.