Individual Representative Reporting (IRR)


The IRR provides frequent feedback on the quality of each representative’s telephone performance.

What is included in the review?

Dalbar will provide each representative with an objective report on his or her performance, in a timely manner.

What is the Cost?

$75/call (flexible frequency options) e.g. $300/month/rep = 1 call/rep/week @ $75 x 4 weeks)

For more information please contact

[…] Read more

Tele-banking Service Experience Monitor (TBSEM)


The program measures the sales effectiveness of representatives with customers that utilize the convenient Tele-banking privileges, to conduct the following types of business:

Bank transactions. Obtain general information on credit and investment products.

The program enables subscribers to expand these customer relationships by effectively capitalizing on cross-selling opportunities. The program also provides information about the competitive avantages and disadvantages in this area.

Dalbar’s TBSEM program measures the effectiveness of capitalizing on opportunities to cross-sell to customers.

The TBSEM program will permit subscribers to take immediate advantage of Dalbar’s accumulated knowledge and benchmarks to make immediate imporovements.

Recommendations may involve practice and policies, training, systems or staffing. […] Read more

Voice of Your Customer (VOYC)


The VOYC is a highly reliable and documented method for understanding what is in and on the mind of the customers. VOYC measures the effectiveness of telephone communications and its influence on the customer relationships, satisfaction levels, retention and ability to up-sell.

VOYC produces two types of results that are extracted from telephone conversations with customers through a proprietary computer-based analysis. These results are:

VOYC Satisfaction Index: Reports on relationship with customers and identifies factors that improve and those that injure customer satisfaction. In/On Customer’s Mind: Reports on what customers are discussing, what they are asking for and the issues that concern them.

Why […] Read more