More than just a helpline.

02/08/2011

Our member helpline, run by a team of experts, provides scheme members with outstanding service and support.

WE’RE FOCUSED ON QUALITY OF OUR SERVICE

We’ve got 10 very experienced industry experts in the team, who take about 30 calls per day. Typical call centres are focused on volumes, with agents taking as many as 100 calls a day. We focus on quality rather than quantity. This gives the team plenty of time to take ownership of our customers’ queries. We don’t use scripts to talk to our customers. The team’s experience and knowledge gives the confidence to provide a bespoke response, resulting in excellent customer satisfaction.

OUR PEOPLE

All members of the team have had in depth training and significant industry experience – giving them a thorough grounding in pensions and the financial services industry in general. 

The team have an average of 10 years’ experience each but from a recruitment point of view we’ve always focused on attitude and approach. We take on people we think can meet our customers' needs with utmost professionalism and enthusiasm.

EXTENDED OPENING HOURS TO CATER FOR BUSY LIFESTYLES

Our helpline is open:

Monday – Friday: 8:30 – 19:00

Saturday: 9:00 – 12:00

OUR SERVICE LEVEL AGREEMENT

Our target is to answer 80% of calls within 10 seconds (which is well above industry average)

Going back to expectations of a typical call centre, this quick response to calls without automated options often comes as something of a surprise to customers and is a regular source of praise.

WHAT OUR CUSTOMERS THINK

Each quarter we survey 150 customers and ask them to rate their experience dealing with our team. In the last survey:

• 99% of members rated us as very good or excellent
• 84% were extremely satisfied with our service

For more information on our service, please contact Kerry Williams on 02920 354036 or email kerry.williams@landg.com