Frequently asked questions (FAQ's)
Price, versatility, adaptability, capability. Most importantly, we listen to our clients. Our teams are eager, and we execute with vigor. OCP provides what our clients want at fair and reasonable rates using state-of-the-art technology and professional staff. At OCP, we focus on being “Best in Class” by limiting our services to what we do best so that we can provide you with exactly what you are seeking when trusting us to service your customers.
At OCP, we believe KPIs are key to managing client success. We utilize software that is built to manage and review data at any time. Our management teams review data throughout the workday as well as monitor our agents keeping them on track with client SLAs. We can provide reporting as requested by our clients whether it be daily, weekly, or monthly.
Depending on your service requirements, we can have your account set-up and ready to go in 7 days or less once an agreement is established. For Emergency Services, we can typically be ready to serve your needs in 24 hours.
Pricing is based on services requested. We offer a standard price list of our common services. However, we custom tailor our prices to fit our client’s needs and budget. Contact us today to discuss your service needs and let us build a price and service process that suits your needs.
We offer a one stop, turnkey approach. We prefer simplified pricing concepts that include our professional agents, a Point of Contact, supervisors for quality assurance, close monitoring, and any requested reporting.
Depending on the services requested there could be a nominal set-up fee. This fee can vary based on the program requested. This is always discussed and agreed upon prior to the beginning of services. To ensure prompt, efficient, and accurate services, we encourage clients to engage with the initial training. Please contact us for details on set-up costs for your program.
At OCP, we operate under industry best practices and ISO 9001 and 27001 standards as part of our normal operations. We can adapt to any additional service requirements needed by our clients. We work with you to develop internal tools and guides to ensure we are delivering more than you expect.
At OCP, we utilize state-of-the-art web-based telecommunications software to keep our company one of the best in the industry. We also add additional software as requested or required by our clients.
Yes. OCP offers stand-alone Emergency Support Plans tailored to fit your company’s needs. OCP can design an Emergency Support Plan for your organization, which can be pre-purchased for at a reasonable rate, with additional costs billed if the plan is activated. We can also offer emergency support at a moment’s notice for a slightly higher fee when no Emergency Support Plan is in place.
Yes. At OCP, we can operate 24/7/365 to service your needs. Or we can tailor your services to the specific times your business requires.
OCP offers a variety of support plans. In designing your specific plan, we can arrange to support all types of business needs including managing ebbs and flows for frontline and back-office support. In today’s business climate, adaptability and flexibility are very important to growing your business and OCP can help you design a plan to do just that.
OCP File Review Agents are trained in Xactware (Xactanalysis, Xactimate) and Symbility. All of our File Review Agents are trained in these estimating solutions as well as USA construction standards and techniques. In addition, OCP File Review operates a complete internal tracking system to record all claim files and every action taken. Whether the files are altered or not, we track the file. In addition, we maintain all communications regarding the claim files. All of these are available to our client owners upon request.
OCP Management and Agents are required to complete training throughout their employment tenure. We execute training during each quarter as well as off-cycle training as new topics arise.
OCP Call Agent training consists of customer care standards, English language practice and word definitions, agent/ customer role playing, call playbacks, and client specific guidelines.
OCP File Review Agents are exposed to various policy training and insurance terminology, Xact and Symbility exercises, carrier guideline reviews, and handling conversations with Field Adjusters.
OCP New Hires are required to complete our core of mandatory courses involving how the insurance industry works, policy training, terms and definitions, and the basics of proper customer care. Depending on their role, the new employees are then exposed the either customer care courses or file review courses.
Yes, OCP is fully licensed in Kosovo and registered with the Republic of Kosovo, Ministry of Industry, Entrepreneurship and Trade – Business License #811922881. OCP is licensed to serve clients in the USA.
OCP is fully certified with ISO 27001 (Information Security and Cybersecurity). Our Information Security Policy is exercised to the fullest extent, internally audited quarterly, and examined by independent ISO qualified auditors once per year. OCP is serious about protecting client data.
OCP operates under the certificate of ISO 9001 (Quality Management System). All of our internal processes fully meet the ISO 9001 requirements. OCP holds quarterly internal audits as well as holding an annual audit with an independent ISO qualified auditor.
OCP provides itemized invoices monthly for services rendered the previous month allowing up to 30 days to pay. OCP prices and invoices are in US Dollars. By law, there are no taxes associated with our services and the invoice reflects no tax. The price per service that we agree upon is the price you can expect on your invoice. We accept payment in US Dollars via bank transfer to our bank in Kosovo.