With a freephone call centre system, where brokers are transferred directly to an edeus team member rather than through an interactive voice response mechanism (IVR), all brokers surveyed said that their call to edeus was answered either instantly or within a matter of seconds.
Brokers calling edeus were also extremely pleased with the service they received and the calibre of staff dealing with queries. Eight out of ten brokers considered the call centre team members to be extremely professional, helpful and friendly, and 95 per cent stated that their query was resolved in an efficient and timely manner.
Commenting on the findings, Nicola Severn, head of PR at edeus said: “Call centres are a real bug-bear for brokers. There is nothing more frustrating than being left on hold or having to negotiate your way through electronic IVRs. At edeus we have recognised that keeping things simple and efficient can add real value. By ensuring we have a sizeable well trained telephone team brokers can rest assured that their calls will be answered straight away by a real person who can deal with the query there and then. The fact that our telephone number is freephone is also an obvious bonus.”
edeus has also expanded its sales team with two additional business development managers, one of which is rejoining the edeus team. Melissa Hosang has returned after working for another lender while Graeme Bozzard has joined from Mortgage IQ, where he started his career in Financial Services three years ago working as a mortgage broker.
Commenting on his appointment, Graeme Bozzard said: “Having worked as a broker I know what a lender needs to deliver, and it’s great to be representing edeus in Northern Ireland. I am very confident in their proposition.”
Commenting on her return, Melissa Hosang said: “Having left edeus I was able to take a look at the business from the outside. Their continued success and growth has made me realise I should never have left. I’m so glad I was given the opportunity to rejoin and am looking forward to continue where I left off.”
Alan Cleary, managing director at edeus, added: “It’s great to have Melissa back, she’s a great BDM and her brokers think she is fantastic. We are also delighted about Graeme’s appointment, this allows us to continue our expansion across the UK.”
