Sales Desk Evaluation Program

(Inbound Calls Only)

This program is designed to help you improve the sales support your internal wholesalers are providing to advisors calling your sales desk. Sales desk support is measured through an ongoing evaluation of calls. You will receive monthly reports to guide you in improving the sales support that you are providing to advisors. By participating, you are eligible for DALBAR's Sales Support Award.

Benefits

  • An independent, expert third party evaluation of sales support
  • Highlights strengths
  • Identifies weaknesses and details actions for improvement
  • Provides insight on competitor sales support
  • Supports the training and coaching of internals
  • Provides a framework for internal management
  • Provides a basis for incentive compensation for sales support
  • Public recognition for industry leading performers

Deliverables

  • A monthly Performance Overview Report including rankings
  • A monthly Call Detail Report detailing each interaction evaluated
  • 2 hours of analysis by DALBAR's Client Service Team each month
  • Recordings of the calls evaluated during that period
  • Participation at DALBAR's Annual SQM Summit
  • Public recognition in the form of:
    • DALBAR's Sales Support Award (if specific benchmarks are exceeded)
    • Key Honors Award (if specific benchmarks are met)

Cost

$54,500 annually.

Customized Sales Desk Evaluation Program

(Inbound and/or Outbound Calls)

If you prefer to customize your program, we will work with you to design a program that will meet your needs. Some of the variables include whether you want inbound, outbound, or a combination of the two evaluated, how many calls you would like to have evaluated, the frequency of reporting, industry benchmarks, the amount of support provided as well as on-site training. 

Benefits

  • An independent, expert third-party evaluation of inbound and/or outbound sales support to advisors
  • Highlights strengths
  • Identifies weaknesses and details actions for improvement
  • Provides industry benchmark as well as pre-set award level benchmarks
  • Supports the training and coaching of staff
  • Provides a framework for sales desk management
  • Provides a basis for incentive compensation for sales support to advisors
  • Public recognition for industry leading performers

Deliverables

  • A Performance Overview Report which can include industry benchmarks
    and a pre-set award level available in a variety of frequencies
  • A Call Detail Report detailing each interaction evaluated available in a variety of frequencies
  • DALBAR's Client Service Team support
  • Recordings of the calls evaluated during that period
  • DALBAR's Sales Support Award (if award benchmarks are exceeded)

Cost

A discussion with a DALBAR's representative is required to in order to determine your firm’s needs and to provide a proposal with a price quote. 

Advisor Satisfaction Assessment Surveys

We work with you to customize a survey that will identify the health of the relationship your firm has with the financial advisers selling your products with the intent of gauging future behavior.  For most firms, we will distribute the survey and gather, interpret and report on the results.

Benefits

  • The Advisor Satisfaction Index clearly identifies the strength of the business relationship as well as business at risk.
  • Baseline of advisor sentiments is comparable over time.
  • Strengths and weaknesses in business practices that put the advisor relationship at risk are uncovered.
  • Advisor feedback allows for prioritization of initiatives.
  • Departments and business units that excel in supporting and solidifying advisor relationships can be publically recognized and rewarded.

Method

Advisor satisfaction is determined by means of an opinion survey, gathering advisor feedback on the following vital signs:

  • Willingness to recommend
  • Current use of products/services
  • Intent to change future use of products and services
  • Overall opinion
  • Company’s ability to meet the advisor’s expectations

Deliverables

  • Summary of findings and supporting data.
  • Applicable DALBAR designation (Excellent, Very Good, Good) and supporting scoring details.
  • Results are segmented by each area evaluated and/or customized to fit your specific needs.
  • Actionable recommendations based on key findings
  • Analysis or presentation of findings provided by DALBAR in order to:

    • Answer questions
    • Provide further details and explanations
    • Lead discussion around findings and next steps.

Cost

Ranges from $10,000-$20,000 for an initial engagement.  
Subsequent/additional surveys of the same audience range from $8,000-$15,000

For more information about DALBAR's Digital Products, please contact Brooke Halloran at 617.624.7273.