IFAs would get better customer service from product provider call centres if they were more polite and had more realistic expectations, according to an ABI Raising Standards survey.
The report entitled Improving services to intermediaries by the contact centres has been produced by the ABI’s Industry Standards Group - which also includes input from the Association of IFAs – to help manufacturers or product providers, as well as to some extent intermediaries, understand what changes may be needed to ensure consumers have the best possible service. A significant part of this service delivery is now reliant on IFAs and financial intermediaries receiving good quality services from contact centres, so much of the research concerns what companies need to do to maintain cu...
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