Call centres talking into thin air - AIFA survey

Adding to advisers' frustrations, more than half, 55%, said call centres were unable to answer their questions quickly enough, while almost the same number, 54%, said their calls were unable to get their calls answered promptly. Other irritating issues identified by IFAs involve queuing systems that give no indication of how quickly somebody might answer a call, operators not calling back when they have promised to do so, and recorded messages rather than people. The top three ways to improve services identified by IFAs are: greater knowledge of products and services on the part of ca...