Our Contact Centre

We have a fully integrated contact centre which gives us:

• The flexibility to provide a dedicated helpline knowing that every call will be answered within a certain time frame.
• The advantage of allowing us to monitor the quality of the advice and the type of call taken, duration etc. Essentially, we can provide a suite of management information on the calls.

The goal is to provide over 50% of advice and answering of queries, quote provision and conversions within the contact centre, depending on the account and specialisms required. For example, for an FNOL facility 100% of calls and queries will be dealt with within the team.
In terms of servicing this account, we suggest a two-tier approach. The calls will initially be routed through to our contact centre to ensure service delivery and to capture information and then as required will be patched through to appropriate teams for any specialist advice.