On-Demand Customer Service Evaluation Has Arrived

Dalbar launches 360 degree instant reporting

Wednesday, 26 January 2011 – DALBAR realizes how important it is to stay on top of the voice of your customer and now that your strategy is in place, and you are ready to understand what your customers are saying, DALBAR’s new On Demand Evaluation Software automates the process for you. DALBAR provides a cost-effective, practical, and scalable way to measure and continually improve the service experiences you deliver. In a secure, web-based environment, you can quickly begin receiving instant third party objective reporting on telephone evaluations and assessment data – 24 hours a day, 7 days a week – and get the information you need when you need it most.

Putting the Strategy into Action

DALBAR works with industry leaders and the world’s largest institutions to ensure our tools and services always reflect the most current industry trends and best practices.

DALBAR’s On Demand Evaluation allows you to automate evaluation and reporting for all your telephone interactions between you and your customers. You can compare your results against hundreds of discreet attributes, giving you timely, meaningful results that help you improve performance and demonstrate the value of your products and services. You can also leverage our best practices standards, developed over many years working with advisory boards, client feedback and consumer preferences studies.

In today’s challenging corporate environment, you want to improve the performance of your existing quality centre without adding resources. Having detailed information received in a timely fashion at your fingertips to analyze the performance of your company helps you to do just that.

DALBAR’s On Demand Evaluation provides many tools important to building a quality telephone centre, including:

  • Providing timely, third party objective feedback
  • Ability to submit a call and receive reporting in as little as 24 hours
  • Access to online dashboard illustrating call metrics and evaluation notes

About DALBAR, Inc.

DALBAR, Inc., the nation’s leading financial-services market research firm, is committed to raising the standards of excellence in the financial-services industry. With offices in both the US and Canada, DALBAR develops standards for, and provides research, ratings, and rankings of intangible factors to the mutual fund, broker/dealer, discount brokerage, life insurance, and banking industries. They include investor behavior, customer satisfaction, service quality, communications, Internet services, and financial-professional ratings. www.dalbar.com.