Brokers let down by their telephone skills.
Brokers need to improve their telephone service in order to make more sales, a mystery shopping surv...
Brokers need to improve their telephone service in order to make moresales, a mystery shopping survey carried out by Broker Direct.
The service standards survey was conducted in June and July by an
independent research house, with experienced researchers posing as real
customers.
The survey found direct writers were significantly better at cross-selling
than brokers, with only 8.3% of brokers offering additional personal
insurances.
Direct writers were better at explaining policy benefits
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