Executive summary: A leading provider of global investment management services, needed to optimize the inbound marketing opportunity within its centralized investment advisory call center. The goal was to deepen client relationships, match appropriate advisors to each client, gain further insight into the marketing and sales funnel and thereby generate incremental revenue and increase retention rates.
Business challenge: The investment advisory call center of a major US investment management company consists of over 400 financial advisors who deliver financial advice and guidance to clients in the Mass Affluent market segment. Operating through a distributed call center environment, based in two locations, the center handles over 600,000 outbound calls per year…
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