Telephone Consultations

How does it work?

Information | How do I get started? | Terms & Conditions

A Broker places a Campaign Order for a minimum of 5 Consultations and indicates the maximum number of Telephone Consultations that he would like to receive each day.

Depending on which type of campaign the Broker has chosen, National or Regional, our contact system automatically targets the areas to the Broker's specific requirements. Our specialist agents then contact the client and qualify the information supplied to a number of preset questions. Once the client passes our qualification criteria then a Telephone Consultation is set and the Broker immediately notified of the details by both SMS text message and an email which has a PDF attachment containing the full client fact find. The client is also immediately sent an email confirming the time and date of the Telephone Consultation, the Company and Broker's name along with Expert Money's contact details in case the client's circumstances change and the Consultation needs rescheduling.

Expert Money automatically forwards a notification to the Broker when a campaign is 75% completed. Attached is a detailed list (Client Name, Reference Number, Broker, and Consultation Time & Date) of all the Telephone Consultations supplied to that point and a new Campaign Order Form which should, if required, be completed and faxed immediately to our administration department. A new Campaign will then be created and programmed into our schedule and, once funds are received, the new campaign will then be made live. Once a campaign is finally completed a notification email is sent to the Broker and attached to the email is a final detailed list (Client Name, Reference Number, Broker, and Consultation Time & Date) of all the Telephone Consultations associated with that campaign for their records. This list also shows any client cancellations or Broker replacements that may have occurred.

As these Consultations have been thoroughly qualified and fully confirmed they provide a conversion rate that dwarfs the industry standards. We believe that Expert Money is a ‘breath of fresh air’ in what has been a ‘dinosaur’ but is now fast becoming a rapidly changing industry. Because of the integrity and quality of our systems and staff we are justifiably proud of our reputation for delivering a product that gives unparalleled results and for giving our customers the time and space to do what they do best – converting Consultations into profits.

BOSS

Expert Money quickly recognised the importance of Brokers being able to have immediate, easy access to up to date information. We therefore created BOSS (Back Office Support System) our bespoke system which is available to every Broker and accessed via our website.

Once in the Home page the Broker can navigate through their campaigns, clients, returns, diary and much, much more.

Brokers can view and sort all of their campaign information both current and historic via BOSS. Once in the Campaign area Brokers are able to view their live, fulfilled and distributed campaigns, return Consultations for consideration of replacement as well as view any declined, accepted or pending returns. There is also the availability to download new order forms and print reports.

Campaign information is stored so the Broker has a full analysis of each and every Campaign.

Brokers are able to view all the details for each client, Consultation dates & times, etc. There is the option to view or reprint the client fact-find PDF if necessary as all client information is uploaded and linked with every Campaign and stored for reference.

Should there be the need to return a Consultation for consideration of replacement in line with out Terms & Conditions then this is a very straight forward procedure and MUST be carried out within BOSS. A Consultation may be returned for consideration of replacement up to 7 days after the Consultation date & time after which it will not show as available for return. The Broker identifies the Consultation, selects the reason for the return and then enters a brief explanation. This is then imported into our main system and on receipt the client is contacted to confirm the reasons for return. The reasons for requesting a replacement are clearly defined within our Terms & Conditions.

If the reason for returning the Consultation for replacement is justified then the Consultation is immediately replaced. Expert Money record all calls so that there can be no misunderstandings or grey areas both in the setting of the Consultations or the clarification of returns. Expert Money like to keep in touch constantly with our customers and so have built within BOSS a Notice Board where we regularly place news and prompts – reminders to block out Bank Holidays, announcements of new products etc.

There is also reporting functionality built into BOSS enabling Brokers to view a number of different campaigns, Broker and client reports.

Our Virtual Diary System is situated within BOSS. This bespoke system is linked to our customer management system which gives us access to each Broker’s diary and enables our agents to arrange Consultations with prospective clients on their behalf. This ensures that Brokers are never double booked and only receive fully qualified confirmed Consultations.

The Broker enters their working hours for each day into the system settings during the set up of their Diary and these then appear throughout the system so that the agents are only able to book Consultations at convenient times. Brokers generally set their working hours to the time slots when they are happy to be out visiting clients e.g. 10.00am – 21.00pm. Weekends can be blocked out but the Broker can also block out a day permanently if required along with holidays and certain days as a one off.

For companies with two or more Brokers the ‘Master Broker’ has access to everything associated with their campaigns. The ‘Associated Brokers’ can only view their own Consultations not other Associated Brokers Consultations. There is the option, via the settings area, of restricting what each Associated Broker has access to.

Telephone Consultations are automatically entered in to the Brokers diary as they are booked by the agents. Brokers have access to their own Virtual Diaries via BOSS and need to ensure that they enter all Appointments made independently, along with any other meetings either business or personal, so that our agents do not double book them at any time.

The Broker can see at a glance when Consultations have been booked along with all the clients address details and can also print a copy of the client PDF fact find if required. It is easy for the Broker to identify whether entries have been made by themselves or Expert Money by the colour of the entry. Black for a Broker entry and Maroon for an agent entry.

The screen is colour coded to make it easier to recognise, at a glance, days when Consultations can be booked Pink – Unavailable, Green – Clear, Yellow – available at certain times.

Once in the system, client information for each Consultation is available at a click of a button, and can be edited if required, with a full history of the entry easily available.

A Broker can view and print a PDF of the client’s details and there is also a map button that will help identify where the client lives.

The Virtual Diary is a very simple, user friendly system with a user manual available at the click of a button at any time wherever you are in the Diary which will guide even the most computer illiterate through their problem.

To sum up what you receive when buying Telephone Consultations, Expert Money provide everything possible to ensure that the Broker’s life is as easy as possible. We find the client or, more accurately the client finds us, we qualify the client, we notify the Broker and offer complete administration support throughout the whole process - a service that we feel, without doubt, is second to none!

Mortgage Stream

Expert Money has worked in association with Mortgage Stream to enable the client details that we supply to be imported directly into the Mortgage Stream system. These are supplied in a format that allows the Mortgage Stream CSC tool to perform this functionality. Find out more about Mortgage Stream

How does a Broker get started with Telephone Consultations?

If you would like to discuss Expert Money’s unique service in more detail please contact our Sales & Marketing Department on either 0870 888 0050 or 0870 888 0052.

Alternatively all a Broker has to do is fill in the Master Broker Information Form and the Campaign Order Form and fax them through to our administration team on 0870 888 0051. An account will be set up with all the details provided and a campaign will then be created in the system.

If your Company has a team of Brokers that require Telephone Consultations then you will need to fill in an Associated Broker Form for each associated Broker. Once received and set up by our administration team the Associated Broker will then come under you, as the Master Broker, and linked to any Campaigns.