Obtaining Quality Information – Cognitive Model | Investigative Interviewing Training

Insurance / Finance

Phone Interviews

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Phone Interviews

Customer phone calls can be costly, both in time and per-minute charges. Streamlining how your team handles and processes calls is critical.

Whether your business involves call centre staff, managers, sales staff, investigators, compliance officers, auditors, bank or insurance personnel, Interview Skills can improve your calls and give you practical tools to deal with any type of customer.

Main areas of focus include:

Effective interview behaviours and questioning styles.
How the mind processes information and questions.
Answer processing – how to decipher customer answers and obtain quality information to improve customer service.
Effective listening skills – good communication means improved results
Question refining – how not to ask leading/misleading questions, multiple and complex questions in order to adopt appropriate question lines.
Conflict resolution.

Advanced level - Cognitive Model

Studies show using the Cognitive Model you can gather 50% more information from a person, improving the quality and quantity of information obtained. The Model will improve customer service and downstream your business practices.

This model will also quickly identify inaccuracies and individuals will struggle to fabricate stories within the detailed structure of the Cognitive Model.

This model is an essential tool for:

Insurance specialist claim teams - Home or Vehicle claims, Vehicle or Home assessors, Underwriting and Investigators.
Financial investigators
Audit professionals

Interview Skills will specifically design and tailor the Cognitive Model for your organisation in line with your current practices and legislation.

We will help your staff to:

Plan and prepare – essential tools for any interview.
Establish a rapport over the phone – how to engage and explain.
Analyse the customer’s account and initiate free recall.
Improve questioning and deduction skills.
Effectively cope with challenges – accounts given by customers vs. established facts.
Set parameters and retrieve information.
Summarise and close interviews efficiently.

Role Play

We all know that practice makes perfect, but in today’s fast-paced environments the opportunity to practice is often overlooked.

Role Play scenarios enable the participant to demonstrate interview skills in an action learning environment. It can be one of the most effective ways of ensuring that staff understand the implications, consequences and outcomes of their questioning technique.

Interviewing via a telephone or video link enables the individual to utilise the model in realistic conditions, and provides an added bonus; it gives the rest of the team the ability to assess their colleague’s performance.

Training Documentation

Comprehensive debrief documents will be prepared after the programme for each individual as a reference record of their performance and a DVD or record of their interview will highlight areas for development.

Further interviews will be conducted in the field within a 6-12 month period to ensure staff are utilising the Model to attain a Tier 1 qualification.

Business Outcomes

Improved fraud prevention
Increased levels of detection and loss reduction
Effective and improved identified inconsistencies in customer accounts
Greater understanding and increased skills raise the effectiveness levels of interviewers, saving time and reducing staff costs
Raised staff confidence levels leads to increased job satisfaction and higher employee engagement levels