Financial advisors rely on the contact centers of the financial service providers they work with to transact business and resolve complex issues.
“When an advisor has a complicated issue they need to resolve for one of their clients they want a friendly, knowledgeable, and, above all else, competent professional they can reach out to,” Dalbar director Brendan Yeager said in a statement. “A highly effective representative is not only a pleasure to work with; they also make the advisor look good in their clients’ eyes.”
Financial advisors often interact with client service teams on a regular and ongoing basis. As a result, the quality of the service they are receiving can have a cumulative effect.
According to Dalbar, there is little doubt that the contact center experience influences their selection of products.