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Available Now!
Deliver experiences that build lasting trust with callers.
Examination, refinement, and validation of your internal call quality training program.
Disclose the coaching methods and scoring criteria that is used to train your customer service agents to represent your firm to your client base. DALBAR will examine your internal training methodology and show you how you how it can be refined to reflect the standards of the top CX firms in the world today.
Our 50 years of CXpertise fuel our agent training presentations. Select your topic(s) and let DALBAR do the rest.
A comprehensive walkthrough of DALBAR’s training philosophies, evaluation techniques, an overview of our scoring criteria, and a breakdown of the attributes we evaluate along with tips and best practices for CX excellence.
A broad overview of how DALBAR measures the client experience, scoring criteria and evaluation attributes, year-to-date scoring analysis for your call center, and targeted coaching feedback with tips for improvement and industry best practices.
Displaying a helpful and pleasant attitude is the cornerstone of the caller experience. We’ll show your agents how to relate to all callers as individuals and master the interpersonal aspects of the ideal customer interaction.
Seamless execution of the transactional elements for each call. Disclosing all relevant details for each request while giving callers peace of mind that every transaction is carried out properly and thoroughly.
A detailed seminar of the DALBAR scoring framework. Refresh your team on what we’re looking for, why we’re looking for it, and how to maximize their score in each caller interaction.
Customer service agents are professional psychologists. This presentation explores psychology’s role in the call center and demonstrates how active listening using psychological tenets helps agents control the client experience.
Dead Airs and Holds are a normal part of the caller experience. We’ll show you how to handle these call flow disruptions with grace and consistency while using those periods of silence to build relationships with callers.
Has your average call time become untenable? Do you need more productivity with fewer bodies? Examine some common drivers of long calls and let us show you how to reduce call times without sacrificing the quality assistance your callers expect.
Carrying oneself as a knowledgeable industry professional is key to earning the trust of callers. Learn how to demonstrate your expertise in the field and convince callers that you have the skills and insight to meet all of their objectives.
Providing an optimal level of customer service means giving callers a little something extra. Learn how to identify and take advantage of opportunities to provide additional value to the caller experience.
Forming a personal connection with a caller can significantly elevate both your call score and your company’s profile. We’ll show you how to put your own personal stamp on interactions to create an experience that will make callers appreciate you and your firm.
Get firsthand answers to genuine questions about DALBAR’s scoring philosophies, evaluation methods, training curriculum, and any other aspect of the Service Quality measurement platform.
DALBAR Training for Call Quality Reviewers
Enroll your internal call quality reviewers into DALBAR’s call quality training program. Let us coach your reviewers on DALBAR’s scoring criteria and training philosophies to show them how to turn any call center agent into a standard-bearer for elite customer service.
DALBAR Examination and Gap Analysis of Client Quality Scorecard
Submit the internal call quality scorecard you use to evaluate the performance of your customer service agents. DALBAR will review your scorecard and show you to expand and evolve it into a comprehensive performance assessment tool that will guide your agents toward maximizing their performance and optimizing each caller experience.
DALBAR will speak directly to your customers to get their unfiltered opinions on the level of service your firm currently provides and the types of changes and improvements they would like to see in the future. Tell us what kind of customer insight you would like to see so we can craft an interview to suit your long-term CX improvement objectives.
DALBAR will elicit genuine feedback from your customer base on what changes and improvements they would like to see from your customer service offerings. Brief us on the type of feedback you are looking for, and we will tailor a CX questionnaire customized to fit your goals.
Ongoing evaluation, reporting, and improvement of call center agent CX performance.
DALBAR is your partner in call quality. We will evaluate a random monthly sampling of your call center interactions and rank your performance vs competitors in your industry as you compete for the DALBAR Service Award. You will receive monthly performance reports, detailed call summaries, actionable coaching feedback, and ongoing engagement from DALBAR’s Client Services team aimed at making your agents the best in the business.
