Dialing up shareholder service
“While many firms sought to cut corners during market volatility, award winners maintained their service levels to investors in spite of economic pressures.” commented Cory Clark, Chief Marketing Officer at DALBAR, Inc.
The winners of the DALBAR Service Awards are determined by an audit of actual customer experiences over the course of the year. Representative performance is evaluated against superior service standards and industry best practices. According to DALBAR, “the expert evaluation of real calls throughout the year provides the most reliable measure of customer service excellence that exists in the industry. To earn this distinction, companies need to exceed a high bar across the shareholder customer service experience.”
DALBAR is an independent third-party expert, providing audits, evaluations, ratings, and due diligence. DALBAR certifications are the mark of excellence in the financial services community.
A challenging year for call centers
2022 was Thrivent’s third year participating in the evaluation. “I’m so proud of our mutual funds contact center team on receiving the 2022 DALBAR certification for service excellence,” said Erin Krawiecki, vice president, Contact Center. “I see the passion, client focus and service-first attitude of our team every single day, and it just warms my heart to see DALBAR recognizing it, too.”
The mutual funds contact center provided a superior standard of care to Thrivent clients despite industry challenges and changes in 2022.
“One of the few constants I witnessed from an unprecedented and challenging 2022 was the team’s ability to rally together to provide a consistent, high-quality service to our callers,” said Andy Kellogg, director, Strategic Operational Partnerships.
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.