HSBC 2018 Excellence Seal DALBAR Announcement
Direct brokerages are constantly competing to win over increasingly demanding and savvy self-directed investors. While the lowest fees or slick new platform features grab the headlines, when complicated issues arise, having a competent and engaged human being to talk to goes a long way. The traditional contact centre remains a critical service channel for direct brokerages.
DALBAR is pleased to award HSBC InvestDirect the 2018 Telephone Service Seal of Excellence. HSBC InvestDirect chose DALBAR to independently audit the quality of its contact centre interactions with direct brokerage investors. These interactions were evaluated throughout the year against detailed criteria covering all aspects of the customer experience. In order to qualify for the Seal, companies must exceed stringent quality thresholds in all criteria.
The contact centre at HSBC InvestDirect provides its clients a distinct advantage. In addition to launching a new more capable online platform to its clients this past year, clients can count on an enthusiastic and dedicated team to talk to for any concerns. HSBC InvestDirect consistently answered callers’ questions in an expedient manner and with a high-degree of competence.
DALBAR, Inc. is the nation’s leading financial services market research firm and performs a variety of ratings and evaluations of practices and communications that are committed to raising the standards of excellence in the financial services and healthcare industries.
With offices in both the US and Canada, DALBAR develops standards and measurement systems that improve the quality of products, service and compliance for the retirement, mutual fund, broker/dealer, discount brokerage, life insurance, healthcare and banking industries.