We’re committed to outstanding service for your clients and customers and are constantly working to improve the customer experience. So how are we doing?
Jonathan Chalker, Vice President, Customer Service, recently shared the most recent monthly stats and we thought our brokers would want to know also. These are for November year over year (YOY):
- Average speed of answer: 211 seconds in 2013; 114 seconds in 2014
- Abandon rate: 22.9 percent in 2013; 10.0 percent in 2014
- Service level: 45.5 percent in 2013; 63.3 percent in 2014
So according to the numbers, we’re able to answer calls faster, provide more service and find that callers are abandoning the call at a slower rate. All good signs for a customer experience that we continue to work to improve.