They are at your service at the other end of the phone
DKV Integralia Foundation, a centre staffed only by disabled people
Behind every call, every enquiry, and every email from DKV Seguros is a person from the DKV Integralia Foundation, perfectly trained to give you the appropriate response, to provide you with information and to handle any formality or query.
Practically, everybody comprising the DKV Integralia Foundation have some type of disability: 30% have a severe disability (degree higher than 65%). And, 62% are over 45 years of age.
Training is a key element in the professional integration of people with disabilities, from which they develop their professional and personal profiles in order to provide an excellent service and obtain tools that help their professional inclusion in companies.
Everybody part of the DKV Integralia Foundation receives training.
Empathy and sensitivityThe DKV Integralia Foundation's telesales people have a special attitude with our customers. They empathise quickly, put themselves in your place and observe the situation from your point of view, contributing an added value of emotional warmth and sensitivity.
94% of our customers are satisfied or very satisfied with the attention received. The ISO 9001/2015 quality certification in its seven special employment centres guarantees the quality, reliability and excellence of our service.
DKV's great social project
The DKV Integralia Foundation is a non-profit organisation whose mission is the professional inclusion of people with disabilities. It was established in 2000 and stems from our commitment to DKV's corporate responsibility, becoming the company's iconic social project.
The DKV Integralia Foundation, a service with a long-term future
- Current staff: 492 people.
- More than 3400 people benefited in 19 years.
- Employment inclusion has been facilitated for over 1200 people.
- Total activity: more than 5 million interactions per year.
- Average percentage of effectiveness: 92%.
- Three Cooperation programmes for the Development of India, Colombia and Peru.
- Quality Award from the Catalonian regional government.
- Number one healthcare company in electronic response quality.
- Other customers: Ministry of Finance and Civil Service, Metrovacesa, Oxfam Intermón, Sant Joan de Déu Hospital, Mercer, Europ Assistance, Fujitsu, Indra, Banco Sabadell, Mútua de Terrassa, Recoletas and Casa Batlló, among others.
Find out who is assisting you when you call DKV
Javier de Oña
Deputy director of the DKV Integralia Foundation"Hi. I'm Javier de Oña, Deputy Director of the DKV Integralia Foundation and Director of Operations for the seven centres that the Foundation has nationwide. Each year we respond to some one million calls from DKV Seguros customers.
I'm one of the nine people who participated in the foundation's establishment in 2000. For me it was a job opportunity, but also an opportunity to reinvent myself after having a car accident at the age of 25.
I started at the DKV Integralia Foundation as a telesales worker and, little by little, I worked my way up." supervisor, head of training, centre director...up to deputy director. Since 2013, I've also been combining my job as deputy director with the position of Director of Operations."
Watch video of Javier de Oña
Ana Belén Fernández
Director of the Sant Just Desvern centre in Barcelona"Hi, I'm Ana Belén Fernández, director of the Sant Just Desvern centre. I'm proud to feel like part of this team that makes it possible that makes it possible for the customers' level of satisfaction to surpass 90%.
My career at the DKV Integralia Foundation began in 2016. I first managed the centre in Madrid and in 2017 I went on to manage the centre in El Prat. I had previously spent 14 years in the Contact Center.
For me, the DKV Integralia Foundation involved a radical change in my profession." I came from a conventional company, and this is different. Sharing the values of the Foundation gives meaning to my work."
Supervisor and Head of DKV Seguros Services"Hi. I'm Abdel Chakour, Supervisor and Head of DKV Seguros Services. Altogether, we are 130 operators, 10 coordinators and 2 supervisors taking calls from the customers.
I started at the Foundation in 2004: first as an operator, like everybody else, from the bottom; subsequently, as a manager; then, as a coordinator; and now I'm a DKV Seguros supervisor.
We learn new things every day." One of the DKV Integralia Foundation's virtues is having the patience to bring the best out of people, prioritising their personal and professional development."
Coordinator of DKV's sales department
"I'm Javier Romero, and I work as a coordinator in DKV's sales department, answering calls from customers and explaining DKV products and advantages in case they're interested." Among the services we provide are authorisations, information on coverage, duplicate cards, copies of policies, general information, and so on.
I started working in the DKV Integralia Foundation in November 2002 in DKV's customer service. Four months later, I transferred to DKV's sales department.
Working at Integralia has changed my life: besides learning a lot and enriching my career, this is where I met my wife."