Sign-up agents improve Qdos service

Our recent introduction of sign-up agents has proved a great success helping us to further improve customer service and overall performance.

The service means we can now offer all personal injury customers a personal, face-to-face visit by one of our agents in the customer’s own home. Like sign-up agent Nicola Bunston, pictured right, who covers the Surrey and South London areas.

The agents can go through paperwork with customers, with contact being made within 48 hours of the customer first getting in touch.

Customer satisfaction has increased dramatically since the introduction of the new service, with a more than doubling of the proportion of potential customers who agree to become actual customers, from 42% to 86% since July, when the agents began work.

“Previously customers were sent documents in the post which were a struggle for them,” said Mark Reynolds, Qdos director.

“This is now a personal service with customers able to talk face-to-face with an agent who can take them through their particular problems and help them fill in the forms. The improvement in the service is shown by how many more people are signing up to us.”

There is now a network of 20 agents covering the whole country.

Louise Southward, director of UK Legal Assist which provides agents, said: “After being involved in a crash the last thing people want to do is go through paperwork, our agents can speak to customers and help them through their claim.”