Hi Cherie,
We have done a lot of work to train our call centre team to answer all the basic rates questions. Doing this has reduced our call volumes dramatically. Any new starters in Customer service spend a few hours with us for training and this has really helped. The big winner for us is written sec 603 updates. We no longer do verbal, and this has really reduced our phone calls as well. Happy to let you know how I initiated this (including letting all our Solicitors & conveyancers know). Just remember knowledge is power so the more rates knowledge you share with your customer service team the more it will assist you.
Good luck!
Dani
