Are you being served?

Call centres are a constant source of irritation to many of their users, and not least brokers, who feel let down by their often poor service levels. Rob Holt reports on the need for change

Call centres are the bane of many people's lives - you drop everything to answer the phone and then find out it is someone selling double glazing.

And it can be equally frustrating when you are calling to get an answer only to find you are talking to someone who knows less about the subject than you do.

Brokers are as caught up in the issue as consumers. More and more insurance companies are using call centres to deal with the vast majority of broker business and brokers are beginning to become