Broker Support is saving you time...it's official!

There have been considerable improvements achieved over the last 6 months however, a quantum leap has occurred on Broker Support since we amalgamated Operations and Customer Services to become simply Customer Services.

Last month, we advertised our telephone number 08450 615 100 as being the number that would be dedicated to your support. We explained that you can be confident that one call to our Broker Support number will help answer your questions, resolve any issues you may have and will help reduce the time you are on the call as our highly trained staff will understand your needs and take ownership for satisfying your call.

We are extremely pleased to announce that shorter call times have reduced your overall waiting time for a call to be answered. The average speed of answer in the 8 weeks prior to the launch of your dedicated line was 76 seconds, an industry norm.

Following the introduction of the dedicated teams, the average speed of answer on the Broker Support line has been 27 seconds, with last week's average of 19 seconds showing that improvements are continuing.

Equally impressive has been the improvement in our call abandonment rate, which is now just 0.64% showing yet again that we are reacting to your needs and answering your call and questions in a timely fashion.

Richard Dixon, Customer Services Director told us; "It would be fair to say I am absolutely delighted with the positive impact the changes have made, and the many positive comments we have received from our Brokers."

"Our service levels were on a par with Industry standards before, but I believe we've moved to another level in the last month. We're pleased that the improvements have helped to make our Brokers' lives a bit easier, spending less time waiting on the phone, and we're very motivated to maintain and even improve on the new standards we are achieving."

We want to continue to deliver the best possible service so if you haven't changed already, why not use your dedicated Broker Support number 08450 615 100 for all your calls to Customer Services and hear the improvements for yourself.