The Better Client Service (BCS) Study is a modified mystery shopping program that has advisors or their assistants route the calls they make to product manufacturers client service departments through Credo’s recording systems. The callers rate the quality of the service they receive from CSRs (customer service reps) and Credo analyzes each call from a technical perspective. This longitudinal data set contains years of call-recording analysis… showing which financial institutions deliver above and which deliver below-par service and enabling the identification of strengths, weaknesses, opportunities and threats in customer service.

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