A key topic on which IFAs are being canvassed, is their opinions on the operation of product providers' call centres.
These questions have been specifically placed in the Census by AIFA; we are keen to contribute to the steps being taken to improve the administrative standards of product providers. We intend to feed the results into the Raising Standards* working party on admin standards. This has agreed to look at call centre issues as its first task.
The survey asks IFAs to identify which three things they look for when they telephone call centres; which three elements they find the most irritating; and, which three improvements they would like to see most from call centre operators when they compare the service they look for with the service they actually receive.
Commenting, Paul Smee said,
"We are identifying key areas for initiatives to improve administration standards of product providers. Call centres are a bug-bear for many IFAs and their views will help providers identify how to improve their service. This is a concrete demonstration of the relevance of Raising Standards to IFAs.
"If provider administration standards improve for IFAs - with a reduction in errors and in the time taken to process paperwork and to rectify any mistakes - in the long-term this should have a positive impact on IFAs' clients and their confidence in the industry."
John Enos, Director of Customer Operations, Norwich Union, said,
"In 2003 we made significant progress in improving our policyholder service. As part of our investment in Raising Standards, customer feedback is telling us that they value the quality and clarity of service they have received.
"However it is vital that we also receive feedback from IFAs about their experience of those companies which participate in the Raising Standards initiative, which is why we are very keen to hear from IFAs and to act on their feedback".
