DALBAR Again Awards Waddell & Reed for Outstanding Client Communication
The Waddell & Reed Client Services Call Center has again claimed significant industry recognition for its unwavering commitment to the highest level of customer service. DALBAR, a major financial services research and rating firm based in Boston, twice honored the Call Center with the 2011 DALBAR Recognition for Excellence last December: the first for excellence in handling shareholder telephone calls, the second for handling calls from both Waddell & Reed and third-party financial professionals.
“Waddell & Reed demonstrated that it is an organizational imperative to serve both financial advisors and clients well,” said Kathleen Whalen, Managing Director at DALBAR. She added, “Waddell & Reed stands behind the business strategy and moral obligation to provide superior service and has the track record to prove it.”
The Recognition for Excellence is among DALBAR’s highest honors for service excellence. To be recognized among the industry’s elite service providers, companies are evaluated over a 12-month period in which DALBAR initiates a series of rigorous evaluations examining each company’s telephone servicing capabilities. With each call, the client service representative’s knowledge and performance are rated in categories such as expertise, attitude and accommodation.
The Waddell & Reed Client Services Call Center received the same honors for 2010.
“We are extremely grateful to receive this important recognition for a second consecutive year,” said Rick Starks, Senior Vice President, Client Services. “Each member of our team is committed to providing extraordinary service to every client and financial advisor who reaches out to us.”