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BENEFITS OF DOCUMENT
- Address issues where client care breaks down and take immediate action to resolve situations.
- Consistently communicate and enforce client care standards.
- Track and address when metrics are not met in a timely fashion to reduce impacts on clients.
DESCRIPTION
This reference lists services provided, potential issues requiring troubleshooting and detailed quality standards and metrics for the following:
• Calendar Management
• Interaction Preparation (Case Work/Financial Plan)
• Client Interaction (Meeting, Call, Web-Enabled Session)
• Interaction Outcomes Review
• Business Processing and Tracking
Numerous specific actions are provided for monitoring and managing outcomes, particularly as they relate to tasks directly impacting clients. The intents are to establish a culture of quality and offer specific guidance for continuous improvement.
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Source: Best Practices in FAS Performance Management PDF: FAS Client Care Process Standards and Quality Metrics PDF (PDF) Document, Karen Reitor, Communique Productions Inc
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Financial Advising Services (FAS) Performance Management
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