More than 60% of IFAs feel providers' telephone operators are unable to sufficiently answer questions about their products and services, a monthly survey published by the Association of IFAs suggests.
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 call centre staff; faster answering of calls; and having the option of speaking to a “real person” at any point in the call.
Results of the survey will be put to the Raising Standards working party on administration standards, AIFA says.IFAonline
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