*This article is produced in partnership with BT

Client satisfaction is important for the longevity of advice relationships and the success of advice businesses. As a wealth platform provider, it is our role to support advisers so they can provide the level of service that clients expect.

This article shines a light on some of the behind-the-scenes activities that enable exceptional service delivery – and how the combination of great service by people and technology are resulting in service improvements for our clients, financial advisers.

Financial advice professionals and their clients expect seamless customer support. Consumers increasingly prefer to interact with financial services providers through their mobiles, according to the Roy Morgan ‘Satisfaction with Banking Channels Report 2022’. They also expect information on the status of financial transactions or service requests to be accessible instantaneously. However, in the moments that matter, many still value and expect the human touch and a personalised service experience. Getting the balance right with making the most of technology while considering the importance of human connection is one of the key challenges for all contact centres – including BT’s.

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Contact centres in general have earned a bad rap for keeping customers waiting for excruciatingly long periods, with only automated messages and elevator music on repeat to keep them company.

At BT our average speed of answer for each call is less than 30 seconds, while our rate of query resolution on the first contact is over 87 per cent. This means we respond quickly and correctly, the first-time people call.

With the largest number of adviser relationships in the market (according to Investment Trends ‘2023 Adviser Technology Needs Report’), our service culture is at the heart of what we do and technology is key to our success.

Our team were recently recognised at the Customer Service Institute of Australia’s awards, winning the award for Service Excellence in a Medium Contact Centre, up against market-leading businesses from other industries across Australia.