Login
ISCOVER
Aussie Home Loans’ new customer contact centre has recorded substantial growth since opening its doors in mid-October.
The team at the inhouse centre began taking 20 per cent of service calls upon opening and within five weeks was taking on 100 per cent of customer service calls and new customer enquiries.
To continue reading the rest of this article, please log in.
Looking for more benefits? Become a Premium Member.
Create free account to get unlimited news articles and more!
Looking for more benefits? Become a Premium Member.
Aussie Home Loans chief executive officer James Symond said the growth is well ahead of schedule.
“We are delighted with the results, and the feedback from consumers and our brokers is beyond our expectations, especially in such a short period of time,” he said.
“The early success has really proven our view that in order to deliver more to our customers and brokers we needed to be directly managing our customer contact points and working as one team.
“I expect us to further build on these results over the next year as we move to our new headquarters.”
Aussie’s customer contact centre currently has a net promoter score averaging close to 60, which Mr Symond pointed out is well above the industry standard.
“The contact centre is a critical business function and a key part of our strategic and cultural objectives to deliver the best customer service proposition possible to our customers and brokers across all areas of our business,” he added.
[Related: Listed lender launches innovative product]
