Pensions advisor develops online customer support

NEWS Mortgage, pensions and insurance advisor, John Charcol, has added a PhoneMe button to its Web site to allow customers with specific enquiries or needing personalised advice to speak to an agent. It will put all customer calls through to the company's call centre, which is currently used for its 0800 service. But, at the moment, the agents are not able to view any data entered onto the Web site. David Aylmer, Director of IT at John Charcol, said he is working on a more interactive version so the agents will be able to call the customer back with more information at hand. "We are currently using an Oracle database and over the next six months we plan to integrate it with the enquiry system, the Internet and the fact-finding system used by the consultants," he explained.