About DALBAR’s Telephone Service Seal of Excellence

About DALBAR’s Telephone Service Seal of Excellence

All financial institutions are invited to apply for the DALBAR Telephone Service Seal of Excellence. The audit encompasses all aspects of a customer service interaction, and offers insight into the service delivered. The Seal of Excellence is earned when service levels at the firm meet or exceed the stringent benchmarks in each of the key areas of measurement. Random sampling of service over the calendar year allows accurate representation of the contact centre’s quality of service. Interactions are evaluated by highly trained analysts with the aid of over 150 attributes, providing a uniform process to evaluate interactions with a high […] Read more

Why Brick & Mortar Branches Still Matter

Why Brick & Mortar Branches Still Matter

These days, there isn’t much you can’t do digitally. Practically every type of essential service or product can be obtained with a few clicks of a mouse. As technology continues to evolve, the march towards complete digitalization forges ahead in nearly every industry, including the financial services space. Which increasingly leaves a number of financial institutions asking the question: “Do we really need physical branches?”

Surprisingly, the answer to that question appears to be “yes.” Despite living in an age of computerized convenience, people still place a great deal of value on face to face interaction, especially when it has to […] Read more

DALBAR awards FÉRIQUE Investment Services the 2018 Telephone Service Seal of Excellence

DALBAR awards FÉRIQUE Investment Services the 2018 Telephone Service Seal of Excellence

FÉRIQUE Investment Services is a not-for-profit corporation with a mandate to serve engineers, their families and their businesses in Quebec. Clients are offered quality investment advice, and a full complement of account types required for sound financial planning. FÉRIQUE Investment Services maintains client centric focus, providing objective advice, and personalized support. More than a business principal, their team embodies this dedication in the day to day telephone service offered by their Advisory Services Team. DALBAR is pleased to award FÉRIQUE Investment Services the 2018 Telephone Service Seal of Excellence.

FÉRIQUE Investment Services has established a team with a depth and […] Read more