VFM Services, the desktop counter fraud services provider, has announced the launch of its innovative and award winning counter fraud conversation management training to the call centre industry.
Sally Griffiths, Director VFM Services, explains: “Fraud is a huge problem that affects multiple industries and costs the insurance industry alone more than £2bn and the public sector £1.2bn. . As a result our clients are increasingly looking for handlers skilled in effective yet customer friendly techniques to help them identify and crack down on fraud. In the public sector it has been estimated that three pence in every pound spent by the Government ends up being given to someone who isn’t entitled to it. Our training gives call handlers the specialist skills they need to manage counter fraud over the telephone for clients and tap into this growing area for contact centres.
“At a time when budgets are being scrutinised and cut across the board it is not surprising that industry and government alike are taking a keener interest in services and techniques that are proven to significantly reduce fraud.”
VFM’s award winning conversation management techniques provide proven results in fighting insurance fraud, and it is now launching the same service and training to the call centre industry.
Working with most of the UK’s leading insurers, VFM has saved the insurance industry over £58m since 2004, and for every £1 invested, it has saved the client at least double in household claims which are not settled using VFM’s training and conversation management techniques. VFM has also independently been awarded Training Programme of the Year and was recently shortlisted for Fraud Prevention Initiative of the Year by Insurance Times magazine, one of the insurance industry’s leading trade publications, for its market leading conversation management training programme. The training combines its ‘New ERA’ six week course accredited by Portsmouth University, and its six day ACFTech (Accredited Counter Fraud Technician) course accredited by the Counter Fraud Professional Accreditation Board.
The training combines psychology and communication skills (conversation management), with legal practice and effective desktop investigation techniques to investigate potentially fraudulent claimants. Conversation management is undertaken in a sympathetic manner which reassures the genuine claimant whilst deterring the fraudster.