During recent months Paymentshield has invested in its staff training and systems development to ensure all broker and policyholder contacts are dealt with more efficiently. All queries coming in on the broker support line are targeted to be answered in no more than 30 seconds.
The Broker Support line should be used by brokers as their main point of contact with Paymentshield.
Richard Dixon, customer services director at Paymentshield, said: “I am absolutely delighted with the positive impact the changes have made and we have received many encouraging comments from our brokers already, clearly showing that this is a step in the right direction.
“Our service levels were on a par with industry standards before, but I believe we have now progressed to a new level of excellence. We are continually striving to make our brokers’ lives easier, so they spend less time waiting on the phone, whilst getting the best service possible. We are very motivated to maintain and further improve on our service standards.”
