Call Center Leadership SeminarAn annual seminar designed to reinforce your firm’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.

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

Customized Call Center EvaluationCustomized programs that provide a hands-on tool to manage the quality of service and ability to maintain call center industry standards.

Recognition for ExcellenceA range of programs providing third party recognition for the high quality service delivery. Firms that achieve excellence are able to promote their success story.

IT Help Desk EvaluationDalbar works with firms who outsource their IT Help Desk to ensure that the vendor servicing advisers on their behalf meets or exceeds the service standards required within the service level agreement.

Advisory Board: Financial Services OperationsA forum which brings together leaders in financial services operations to work together and find solutions to gain efficiencies without sacrificing the quality of service delivered to customers.

Opinion Surveys Allow firms to isolate a particular interaction, and gain feedback without clouding that feedback with past experiences with the firm.

Transaction ProcessingComing in 2011...