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Hanging on the telephone

Think about this one. How many times do
you phone a lender and it takes five minutes to get through?How many
times do you phone a lender and you are given about five options to
get through to the right department?I have now worked out that for
placing new business, you have to call on average three times to
chase up a case. That means if you do 20 cases a month, an average
five minutes a call and the three times to chase up the case equates
to 300 minutes a month waiting to get through.

That means you waste five hours every month trying to get through to
discuss something. Think about the cost as well – 300 minutes calling
for nothing really.

Some providers are better than others and surely they could give us
free numbers to call. They should also promise to answer calls
within, say, three minutes. Perhaps providers and lenders might think
about making improvements.

Ian McKenzieMcKenzie Arthur Financial
Management,Edinburgh

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