Coventry for intermediaries has reported record numbers of calls and chats into its broker-facing support teams in the first three months of 2021.
The Coventry reported well in excess of 150,000 completed contacts and despite these numbers said it has been able to maintain service performance with daily wait times averaging 43 seconds on the phone and just 34 seconds on chat.
Almost 10,000 new business enquiries were answered in January alone, while average wait times increased to just 72 seconds.
Keith Williams, intermediary operations manager at Coventry Building Society, said: “Our phones haven’t stopped ringing this year. The market as a whole is having a bumper start to the year but, while we’re very pleased to see record new business calls, we’re incredibly proud that our service levels have remained so high.
“Our intermediary partners have been working flat out to meet the demand from their clients and we know they’d rather be writing new business than listening to hold music. Being able to measure our call and web chat wait times in seconds rather than minutes is a good sign that we’re able to manage call volumes even during our busiest times.”
