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 […] Read more