Through detailed analyses, DALBAR supports firms in providing the best contact center customer experience. Industry-leading criteria are used to evaluate contact center services allowing firms to pinpoint areas of improvement and reach long-term business goals.
Firms with unique goals might need a solution specifically tailored to their needs.
The Service Quality Measurement (SQM) Program is an objective third party evaluation of the quality of service being provided by a financial services call center. Randomly sampled customer interactions are evaluated monthly, against criteria designed to provide a holistic view of the customer’s experience while recognizing the unique regulatory and compliance environment in which you operate.
The automated phone system is probably the first voice your customers hear when they reach out to your company. Through an independent third-party review, DALBAR can help make sure that the IVR is contributing to, rather than detracting from the customer’s experience.
A well designed IVR is not just a method of routing calls to the appropriate departments; they can be a service channel in and of themselves. Customers benefit from expanded capabilities and the ability to get information and make transactions 24/7, while companies benefit in the form of reduced call volumes. Effective IVR’s can also reduce handle times by pre-authenticating callers; allowing representatives to focus on solving the caller’s issues rather than going through lengthy security checks.
DALBAR’s IVR reviews compare your organization’s automated phone system to established best practices. We help you optimize your performance through specific recommendations and help balance the customer experience and business objectives. Reviews can be done for both traditional menu-based systems as well as AI-powered natural language solutions
There is little one can do to hault the rapid increase in technology and the high expectations of modern users. Every customer interaction counts and each service channel should be optimized for the best customer experience possible.
As adoption rates rise and customer expectations evolve, Chat is increasingly becoming an expected service channel. Potential cost savings over other channels (particularly phone) and Chat’s potential to increase self-service by assisting customers using web or mobile interfaces has piqued the interest of financial service providers.
The service expectations for Chat are unique, and understanding those expectations and the Chat landscape will be critical to firms solidifying their Chat strategy. Recognizing this need, DALBAR provides Chat evaluations as part of our Customer Experience Audit lineup, leveraging our customer experience expertise and refined methodology to help providers make the most of their Chat interactions.
Email is one of the primary means by which financial service providers interact with their customers, and even more so with financial advisors and other intermediaries. Encrypted Email tools are magnifying this importance as account-specific information can now be discussed electronically. Unfortunately, Email is also one of the most overlooked areas when it comes to service quality.
DALBAR can help you improve the customer experience through reviews of both email templates and actual email threads with your customers.
Our custom solutions allow us to serve each customer's unique needs. Using a superior standard of care we provide the data that will mean the most to help achieve your goals.
DALBAR’s call center expertise is not limited to our off-the-shelf products. Through a close consultation with our contact center experts, we can structure an engagement that will meet your firm’s specific needs while still leveraging DALBAR’s four decades of call center quality monitoring experience.
The Gap Analysis provides a detailed assessment of your call center service, pinpointing and prioritizing areas with the greatest opportunity for improvement. Random sampling is used to capture the customer service experience and involves selection of a representative sample of call activities.