It is with great pleasure that WNS Assistance can announce being a finalist in the Service Provider of the Year category at the distinguished British Insurance Awards.
WNS have been selected on the strength of it's response to the worst weather for 30 years at the beginning of 2010. WNS Assistance recorded a substantial 37% increase in claims call volumes during this period, as the weather affected mobility across the country.
WNS Assistance acted quickly to assess the impact that the inclement weather would have on the operational aspects of the company, and implemented a severe weather action plan to minimise the effect on clients and drivers. This plan combined daily communications to all clients and across the business, as well as sourcing additional resource and courtesy car availability within the WNS Repairer Network.
This quick response meant that the impact on SLAs was minimised, with the Engineering department maintaining SLA's, operating at 92% response within 24 hours even during the worst disruption. The customer satisfaction survey, continually conducted by WNS to measure the experience of every driver, evidenced the success of the action plan, showing minimum impact on the scores and maintaining an average of 81% of drivers rating the service as "very good or excellent", throughout the first quarter of 2010.
Tim Rankin, Managing Director of WNS Assistance, said: "I am extremely proud of the members of staff from both offices; they persevered through the bad weather to be able to keep our service and network functioning well throughout it all".
The winners will be announced at the British Insurance Awards gala dinner on 7th July, held at the Albert Hall, London.
