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IFAs want better call centre staff – Aifa poll

More knowledgeable operators are what IFAs want most from their dealing with product providers according to the first Aifa IFA census.

Asked what would be most helpful when contacting providers, 61 per cent of IFAs said they wanted more knowledgeable call centre staff, 55 per cent called for quicker access to information and 54 per cent wanted prompt call answering.

Aifa director general Paul Smee says: “This survey shows the value of the IFA Census in finding out what IFAs need to do their job effectively. We are able to give providers three clear messages about their call centres and we expect to work with them in delivering a better service.”

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