Service Quality Measurement

What is the Service Quality Measurement Program?

The Service Quality Measurement (SQM) program is an objective third party evaluation of the quality of service being provided by a call center. Randomly sampled customer interactions are evaluated according to detailed criteria developed over 30 years specifically for the financial services sector. These criteria look at both the intangible aspects and transactional requirements of the customer service experience.

Program participants are provided with industry/audience specific benchmarks as well as the tools to prioritize and improve service delivery. Those firms attaining a high rating over the course of a year receive public recognition in the […] Read more

Performance Evaluation of Mutual Fund Services

What is the PEMFS Program?

The Performance Evaluation of Mutual Fund Services (PEMFS) program is an objective third party evaluation of the quality of service being provided by a mutual funds call center. PEMFS is the in-depth, external measure of the investor’s total experience with your firm compared to the total experience with your direct competitors and the entire mutual fund industry. Controlled and randomly sampled customer interactions are evaluated according to detailed criteria developed over 30 years specifically for the financial services sector. These criteria look at both the intangible aspects and transactional requirements of the customer service experience.

Program participants […] Read more

Direct Brokerage Sales Effectiveness

What is the DBSE Program?

The Driect Brokerage Sales Effectiveness (DBSE) program is an objective third party evaluation of the quality of service being provided by a discount brokerage call center. DBSE is the in-depth, external measure of the investor’s total experience with your firm compared to the total experience with your direct competitors and the entire discount brokerage industry. Controlled and randomly sampled customer interactions are evaluated according to detailed criteria developed over 30 years specifically for the financial services sector. These criteria look at both the intangible aspects and transactional requirements of the customer service experience.

Program participants are provided […] Read more

Call Centre Leadership Seminar

What is the Call Center Leadership Seminar?

An annual seminar focused on call center training and motivational techniques centered around excellent service delivery and how to reach and maintain superior service standards. It provides supervisors and managers with new and additional skills to reinvigorate and improve the quality of call center customer service.

What are the benefits of preparation in the CCLS?

Network with industry peers and share best practices
Develop/enhance leadership skills among senior staff
Set the ground work for implementing new quality programs
Supplement continuing education programs
Prepare employees for impending organizational changes (new call center technologies/platforms, reorganizations, etc.)

What Topics are being Discussed?

The seminar focuses […] Read more

SQM: FISQE Premier Program

What is the FISQE Premier Program?

The FISQE Premier Program measures the level of call center service being provided to financial advisors that are considered top producers through an ongoing evaluation of calls and criteria that is customized to that unique audience. Detailed monthly reports provide actionable information. Participating companies that excel in the area of service delivery are eligible for Dalbar’s Service Award.

What is the Cost?

The cost is based on the scope of the specific engagement. A discussion with a Dalbar representative is required to in order to determine your company’s needs and to provide a proposal with a price […] Read more

Customized Call Centre Evaluation / Audit (CCE)

What is the Customized Call Center Evaluation / Audit Program?

This program evaluates the level of service provided by call center representatives to the audience they serve: your customers. The program is an external measurement that enables firms to understand strengths and weaknesses within their call center model as well as prioritize and make improvements/adjustments to the service being delivered to customers.

Randomly selected calls are rated and managers receive detailed reports that show how well the call centre has performed in comparison to Dalbar benchmarks.

What are the Benefits of Participation in CCE?

Maximum flexibility to build a program that suits your firm’s […] Read more

OnDemand Call Center Evaluations

What are OnDemand Call Center Evaluations?

Dalbar’s new OnDemand Call Center Evaluations provide a cost-effective, practical, and scalable way to measure and continually improve the service experiences you deliver. In a secure, web-based environment, you can quickly begin receiving instant third party objective reporting on telephone evaluations and assessment data and get the information you need when you need it most.

What are the Benefits of OnDemand Call Center Evaluations

Dalbar’s OnDemand Evaluations allow you to improve the performance of your call center without adding resources. The evaluations enable you to automate the evaluation and reporting for all of the telephone interactions between […] Read more

Advisory Board: Operations

What is the Operations Board?

Dalbar’s Advisory Board for Operations brings together decision makers within insurance, investment and retirement plan call center operations who are leaders in setting strategy for developing and delivering solutions to gain efficiencies in operations without sacrificing the quality of service delivered to customers.

The Advisory Board for Operations meets three times per year and marries Dalbar’s most up to date industry expertise with a peer discussion forum on issues that are of the greatest importance to members. The meeting agenda typically includes:

Updates on the latest Dalbar research
Exchange of peer experiences and insights
Special guest speakers

What are the Benefits […] Read more

Call Center Leadership & Rep Training

What is Call Center Leadership & Rep Training?

Dalbar conducts call center training at your site. Dalbar works with you to create a training program that will focus on training call center leadership or call center reps or a combination of the two.

Leadership training typically includes any or all of the following:

Implementing quality standards and criteria
Tips and techniques for providing service excellence
Criteria calibration sessions
Motivational techniques

Rep training typically focuses on the criteria and attributes used to evaluate calls and includes examples of industry best practices.

What are the benefits of Call Center Leadership & Rep Training?

Flexibility to build a program to train call […] Read more

Live Chat: Best Practices in Financial Services

Introduction

Currently, the majority of financial services firms rely on mail, phone, and, to a lesser extent, email communication between investors and firms. However, recently the option for instant messaging has become a popular feature to incorporate on a website for fast, immediate and convenient assistance.

The Dalbar Live Chat: Best Practices in Financial Services Report provides perspective on the evolution of Live Chat and identifies the best practices, both from a service and technological perspective. This report also provides insight on how to successfully implement chat and pitfalls to avoid as well as a glimpse at the next iteration of this […] Read more