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 degree of consistency. Reporting provided as a part of an audit enables firms to better understand a centre’s overall performance, and identifies service gaps. Overall achievement in each of the areas measured is provided, along with scores for each individual experience audited. Third party evaluation of live interactions helps drive continuous improvement in the quality, efficiency and effectiveness of the relationship between the financial institution and a client or potential client. Earning DALBAR’s Telephone Service Seal of Excellence gives firms the Rights to Use the Seal for a period of 1 year.