Waddell & Reed Call Center Claims 2014 DALBAR Honors
For the fifth year running, the Waddell & Reed Call Center has earned DALBAR’s 2014 Recognition for Excellence for its outstanding customer service provided to shareholders and financial professionals. DALBAR, Inc. is the financial community’s leading independent expert for evaluating, auditing and rating business practices, customer performance, product quality, and service.
"We’ve established a clear pattern of sustained service excellence that is nearly unmatched in the industry,” said Kelly Curfman, Executive Director of Client Services. “Although I’m quite proud of each Client Services Representative’s hard work, we are not satisfied. We’ll strive continually to find ways to improve the quality of our calls."
Throughout 2014, DALBAR conducted rigorous testing of Waddell & Reed’s Call Center services, rating them in the following categories:
- Attitude – Interpersonal aspects such as rapport, proactive approach, and politeness.
- Accommodation – Transactional elements including procedures, tax information, investment information, and charges/fees/penalties.
- Expertise – Ability to understand and respond appropriately including listening, asking correct questions, understanding the request, providing a correct and complete response, and understanding intent.
- Call Interruptions – Handling of silence on the call (permission obtained, explanation, time expectations, acknowledged imposition)
The Call Center scored at least 97.0 percent in all eight categories (combining both awards), achieving 99.0 percent in five of the eight. The highest rated category for each award was Expertise.
“In this day and age, providing good service is not enough. Not only do companies have to deliver service with empathy, understanding and knowledge, but furthermore they must deliver a ‘wow’ experience to truly differentiate themselves, which Waddell & Reed has clearly demonstrated by providing superior service on a consistent basis,” said Kathleen Whalen, Managing Director at DALBAR.
Launched in 1976, DALBAR has earned the recognition for consistent and unbiased evaluations of insurance companies, investment companies, registered investment advisers, broker/dealers, retirement plan providers and financial professionals. DALBAR awards are recognized as marks of excellence in the financial community.