News & views

Monday, December 12, 2016

Nothing is more important to us than ensuring that - when our brokers call us – they’re able to speak to us as soon as possible. We appreciate, however, that there are times when getting through to one of our experienced underwriters can take longer than expected.

Queue for Me is an innovative new solution that cuts out the waiting. It enables you to keep your place in the queue without having to stay on the telephone, allowing you to carry on with your day. Once you get to the front of the queue, we’ll call you back.

How does Queue for Me work?

During busy periods you’ll be given the option to select Queue for Me. Registering for a call-back through Queue for Me is as easy as 1, 2, 3 …  

1. Record your name  

2. Confirm your call back number - this can be the number you’re calling on or a different phone number

3. Hang up, and let us do the queuing for you

You’ll receive a call back as soon as you are at the front of the queue. If for some reason we can’t get through, we will try you again, up to 3 times in total.

Jaime Swindle, Director of Broker eTrade at NIG, commented; “At NIG we’re committed to being effortless to trade with. During peak periods we want to ensure we can speak to all of our brokers as quickly as possible without keeping them waiting. The introduction of ‘Queue for Me’ is a fantastic innovation to achieve this. Together with our well-established WebChat service, which over 90% of our brokers rate as 5 out of 5 for experience*, this supports our ambition to deliver even better omni-channel service for our brokers.”

*figure generated using customer satisfaction survey data