Coventry for Intermediaries has published its average hold times for last year, revealing that brokers got through to a member of its support team in less than two and a half minutes on average.
The intermediary support team answered new business calls in 55 seconds, case update calls in 137 seconds, and webchats in 77 seconds.
These times are based on average daily wait times for 2022, and in each instance brokers got through to a human expert rather than an automated service.
Keith Williams, operational manager at Coventry Building Society, said: “Brokers have never been busier, so sometimes they just need to pick up the phone and get straight through to someone who knows the policy, understands the systems, and can give them the expert help they need.
“We’re committed to giving that support and proud that brokers can typically get through to us before they’ve even finished boiling the kettle.”
The Intermediary Support team increased by around 10% to make sure service wasn’t impacted by the many challenges of last year; such as eight Base Rate increases, four fiscal events, the highest level of inflation for 41 years (11.1% in November), and a record low for product availability in September.
