CallBACKs’ can be requested for time slots up to 8 hours in advance. A member of the RBS Intermediary Partners team will then ring them within 30 minutes of their requested time slot. To make the calls more productive, ’CallBACK’ requests are categorised into pre- and post-sale, and post-sale requests are also categorised by brand – First Active, RBS, NatWest and The One account.
The main benefits CallBACK offer mortgage intermediaries are:
§ the ‘CallBACK’ is free – even to mobiles
§ they can book a ‘CallBACK’ online
§ they don’t have to be held in a call queue
§ they can plan to receive a call when it’s convenient for them
§ calls are quicker and more informed because the RBS IP representative will know in advance the nature of the enquiry and will be prepared
§ they can use ‘CallBACK’ to enquire about submitted applications
§ they can access ‘CallBACK’ from PDAs whilst they are out and about
Chris Pearson, director of intermediary mortgages, Royal Bank of Scotland, commented: “With the management of service levels still being a critical issue in today’s market, the introduction of ‘CallBACK’ should be a real help to intermediaries. The beauty of this service is that brokers don’t have to waste time on the phone in queues. They now have the convenience of selecting when they want to receive a call that enables them to book it in their diaries and get fully prepared. Plus, they can also get case updates which is something intermediaries have been telling us that they would really like to be able to do.
“We are committed to investing in technology to make it easier and less time-consuming for brokers to do business with us. Earlier this year we introduced ‘LiveTALK’ to our web site enabling brokers to hold an online conversation with members of our sales team. This has gone down very well and is being used widely. ‘CallBACK’ is another free service that I am sure intermediaries will welcome.”
‘CallBACK’ can be accessed from an icon on the rbsip.com home page and is available each weekday (except bank holidays) from 9am-5.30pm for pre-sales and from 8.30am-6.30pm for post-sales. To book a ‘CallBACK’ advisers need only fill out a brief online form with details of their name, phone number, requested date and time slot for their call and the nature of their enquiry.
