What is the Service Quality Measurement Program?The Service Quality Measurement (SQM) program is an objective third party evaluation of the quality of service being provided by a call center or the level of sales support being delivered through a sales desk. Randomly sampled customer interactions are evaluated according to detailed criteria developed over 30 years specifically for the financial services sector. These criteria look at both the intangible aspects and transactional requirements of the caller's experience.
Program participants are provided with industry/audience specific benchmarks as well as the tools to prioritize and improve service delivery and/or sales support. Those firms attaining a high rating over the course of a year receive public recognition in the form of a Dalbar Award, the gold standard for within the financial services call industry.
Service Quality Measurement programs are tailored to:
- Annuity contract owners (ASE)
- Financial Advisors Sales Support (Sales Desk Evaluation)
- Financial Advisors Service (FISQE)
- Financial Advisors - Top Producer Service (FISQE Premier)
- Mutual fund shareholders (PEMFS)
- Life insurance policyholders (LSE)
- Retirement plan participants (RPSE)
What are the Benefits of SQM participation?
- An independent, expert third party evaluation of service or sales support quality
- Highlights strengths
- Identifies weaknesses and details actions for improvement
- Provides insight on competitor quality
- Supports the training and coaching of staff
- Provides a framework for internal management
- Provides a basis for incentive compensation for service or sales support quality
- Public recognition for industry leading performers
What does the SQM Program include?
- A monthly Performance Overview Report
- A monthly industry Ranking Report
- A monthly Call Detail Report describing the behaviors observed in each interaction evaluated
- Up to 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 Service Quality Measurement Summit
- Public recognition in the form of:
- Dalbar’s Service Award (if specific benchmarks are exceeded)
- Dalbar’s Sales Support Award (if specific benchmarks are exceeded)
- Key Honors Award (if specific benchmarks are met)
What is the Cost to participate? Participation in the SQM Program costs $52,500 annually.
Click here to access the secure SQM membership website