Commitment to Quality

At AXA Assistance, the commitment to quality runs deep. Customer service representatives are thoroughly trained and their performance is rigorously measured. Representatives are also taught to be problem-solvers, an important distinction since calls may include unusual requirements. The combination of these skills, supported by technology and a worldwide network of providers means AXA Assistance can respond quickly and effectively.

People, Processes and Standards

It's Our People

Quality begins with the people we hire. Employees undergo a three-six month training program that is augmented by regular performance reviews and a detailed training plan. Procedures at our call centers reflect procedures which ensure that kudos as well as complaints are captured and addressed. This feedback loop is bolstered by call data and statistics that measure the key components of every customer interaction. 

 

It's Our Process

At AXA Assistance, quality is part of every action we take, from how we serve customers to the people we hire. The company’s Quality and Process Improvement Team includes dedicated staff who operate independently from operational departments and report directly to the General Manager. Every customer relationship is supported by a five-step process that includes activities that
will lead to the highest levels of customer satisfaction.

  • Planning: we work with clients to design the service and establish expectations about features, service levels and timetables.
  • Roll Out: we use a written project plan to ensure service availability takes place on time.
  • Monitoring: we report to clients about how the service is being used.
  • Evaluation: we use audits and “voice of the customer” surveys to understand where the service exceeds or falls short of expectations.
  • Enhancement: we work with clients to identify process improvements or new features that will make the service even more beneficial.

 

It's Our High Standards

At AXA Assistance we regularly seek out certification from authorizing bodies to recognize our business processes and we consistently encourage employees to pursue individual recognition. 
Our Quality Management System has received ISO 9001:2008 certification, and we encourage employees to pursue certification as: Certified Quality Auditor (CQA), Six Sigma Green and Black Belt, and Certified Professional Medical  Auditor (CPMA). In addition, we are in compliance with the PCI Data Security Standard (PCI DSS).

It's Our Pursuit for Continuous Improvement

As part of our commitment to Quality, we consistently look for new ways to pursue excellence. In September of 2013, AXA Assistance obtained URAC accreditation in Case Management. Our continued accreditation is an enhancement of our Quality Management System and our Case Management capabilities.