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An Analyst Perspective on High-Impact Activities for Onboarding Success - Doxim - ContactCenterWorld.com Blog

An Analyst Perspective on High-Impact Activities for Onboarding Success

Are you putting emphasis on the right activities during the critical onboarding period? Today, client attitudes have shifted, and clients expect faster and more personal service than ever before. Onboarding activities which don’t answer these needs may no longer get the results you are looking for. In fact, recent CEB analyst research indicates some of the activities your firm usually performs may have no impact on client perception of your firm at all.

Focus on Speed, Accuracy, and a Personal Touch

CEB identifies several activities as having a high impact on client perception of the firm during onboarding. These activities include:

  • Fast account opening, including transfer
  • Ease of data collection for account opening
  • Welcome call or letter from senior management

Firms can meet client needs for account opening speed and accuracy by digitizing their onboarding processes. Digital onboarding workflows can even be leveraged to make sure a personal welcome call or letter happens every time an account is opened.


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Worry Less About Newsletters and Client Appreciation Events

Not all client outreach programs are created equal. In fact, CEB research identifies invitations to educational events or seminars, invitations to client appreciation events, and receipt of the firm newsletter as having no impact on client’s perception of the firm at all. On the other hand, a high quality annual portfolio review does improve client’s perception of the firm, and should be conducted routinely.

Happy Clients = Increased Referrals and Wallet Share

Wealth management firms that take the time to understand client needs and provide a low-effort, highly satisfying onboarding experiences can double the number of client referrals they receive. Add to that the increased wallet share which is possible when advisors offer the right products and services during the onboarding period, and you have a clear case for focusing on high-impact client onboarding.

Read the full CEB Analyst Brief to learn more about what really matters to clients during onboarding.

Source: http://www.doxim.com/blog/an-analyst-perspective-on-high-impact-activities-for-onboarding-success/

Publish Date: February 1, 2016 5:00 AM


2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



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