Brents insurance is an independent, chartered, general insurance broker placing premiums of around £5.5m per annum. The business was established in 1963. They arrange insurance protection for businesses and individuals and have expert specialist knowledge of the Care Sector including Care Home Insurance, Domiciliary Care and Supported Living Services. They set themselves the highest standards of customer care so they must be confident that all enquiries are dealt with in an efficient and courteous manner.

The Brents team answer calls during business hours, but they have always closed for a lunch hour.

Historically the lunch hour was part of traditional office practice, but we view this now as an important tool in team-building and morale.

All our staff are qualified, salaried professionals and giving them this formal down-time to relax, to socialise as a team, or simply to catch up on anything of particular importance from the morning, ensures they are keen, positive and well-positioned to continue providing creative solutions to our clients’ insurance needs.

We certainly did not want to give the message that we are not able to support our customers if they called at lunchtime and reached an answerphone. Onit BA have helped us by taking those calls and relaying our movements, while additionally being able to get hold us should any enquiry require an immediate response.

This has stopped any impact of this break, and eliminated any concerns that clients had.

Onit spoke to our telephone provider to set everything up, without us needing to do anything. When we have a change of hours (over the Christmas period for example) Onit are very responsive, and will alter the timings to ensure our phones are always answered.

I am really confident our calls are answered by a professional company in a professional manner.