Independent lender Close Brothers Motor Finance has centralised its customer call centre.
Prior the change, both dealer and consumer calls would be directed though the lenders branch network. While dealers will still be directed through the branch network, customers will now be directed to a dedicated centralised team.
It said that the move would result in quicker response times, improved customer satisfaction and first contact resolutions.
The lender noted that a recent dealer satisfaction survey it ran found that access to a team that understands the dealers’ business, are the key factors most likely to be seen as important when dealers choose a financial provider.
Paul Kaye, sales and marketing director, Close Brothers Motor Finance said: “The move means that there will be two teams allowing us to be able to focus on where we are already strong – delivering outstanding customer service, as well as our underwriting and our dealer servicing.”
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