Dialing up shareholder service
The DALBAR Mutual Fund Service Award is determined through an objective and rigorous third-party audit of the quality of contact center interactions with mutual fund shareholders. Telephone service experiences are reviewed against detailed criteria based on superior service standards and industry best practices.
To qualify, companies must perform at a high level in all aspects of the customer experience. This multi-faceted approach takes into account everything from the interpersonal relationship to the handling of the transactional elements of the call – and everything in between. Shareholders at these firms can expect an exceptional and well-rounded experience whenever they pick up the phone.
A challenging year for call centers
“2021 has been a uniquely challenging year for contact centers,” said Brendan Yeager, DALBAR Director. “We are in the midst of an unprecedented staffing shortage, which has hit phone centers particularly hard. To earn a DALBAR Service Award in the best of times is a real achievement, but to do so under such difficult circumstances is really something special.
“By focusing on the customer and the important role representatives play in helping shareholders meet their financial goals, this year’s winners have built resiliency,” added Yeager. “This meet-the-customers-needs-at-all-costs attitude has allowed these companies to do amazing things.”
For more information about DALBAR Awards and other Customer Experience Audit programs, visit www.dalbar.com
DALBAR, Inc. is the financial community’s leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality and service since 1976. DALBAR awards are recognized as marks of a superior standard of care in the financial community.