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Call Centre Operations

Service Quality Measurement
Program
The Service Quality Measurement (SQM) programs measure the level of call center service being provided to clients or advisors through an ongoing evaluation of calls. Detailed monthly reports provide actionable information and include industry benchmarks. Participating companies that excel in the area of service delivery are eligible for Dalbar’s Service Award.

Performance Evaluation of Mutual   Fund ServicesThe 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. Detailed monthly reports provide actionable information and include industry benchmarks. Participating companies that excel in the area of service delivery are eligible for Dalbar’s Service Award.

Direct Brokerage Sales Effectiveness The Direct Brokerage Sales Effectiveness (DBSE) program is an objective third party evaluation of the quality of service being provided by a discount brokerage call center. Detailed monthly reports provide actionable information and include industry benchmarks. Participating companies that excel in the area of service delivery are eligible for Dalbar’s Service Award..

Call Centre Leadership SeminarAn annual seminar designed to reinforce your company’s commitment to excellence in service delivery and provide staff with the necessary skills to manage and improve the quality of customer service in the call center.

SQM: 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. Customized Call Center Evaluation / Audit ProgramsCustomized Call Center Evaluation / Audit Programs measure the level of call center service being provided to callers through an ongoing evaluation of calls. Detailed monthly reports provide actionable information and may include industry benchmarks. Participating companies that excel in the area of service delivery are eligible for Dalbar’s Recognition for Excellence Award. Deliverables are customized to meet the needs of a particular company.
OnDemand Call Center EvaluationsOnDemand Call Center Evaluations are 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. Advisory Board: OperationsA forum which brings together leaders in insurance, investment and retirement plan operations to work together and find solutions to gain efficiencies without sacrificing the quality of service delivered to customers.
Call Center Leadership & Rep Training Call Center Leadership and/or Rep Training is typically conducted at your site. Leadership training may include any of the following: Implementing quality standards and criteria, tips and techniques for providing service excellence, criteria calibration sessions, and motivational techniques. Rep training typically focuses on the criteria and attributes used to evaluate calls and includes examples of industry best practices. Live Chat: Best Practices in Financial ServicesThe 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 tool.
Individual Representative Reporting The IRR provides frequent feedback on the quality of each representative’s telephone performance. Tele-banking Service Experience MonitorThe program measures the sales effectiveness of representatives with customers that utilize the convenient Tele-banking privileges, to conduct banking transactions, and obtain general information on credit and investment products.
Voice of Your Customer Measurement of the effectiveness of telephone communications and its influence on the customer relationships, satisfaction levels, retention and ability to up-sell.  

 


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