Managing Call Center Delivery of Financial Advice

Managing Call Center Delivery of Financial Advice
The Expansion of Call Centers and Providing Advice Remotely

Tuesday, December 15, 2020
3:30–5:00 p.m. Eastern

Kehrer Bielan created our study group of executives responsible for managing investment call centers to provide a forum for:

  • Benchmarking call center staffing, compensation, and productivity;
  • Sharing best practices in hiring, training, and monitoring;
  • Integrating remote advice delivered over the phone with digital advice platforms and across-the-desk advice; and
  • Understanding the differences in the cost to serve of these different advice models.


The pandemic and consequent need for business distancing have shifted the landscape of remote advice. Now the difference between advisors in a centralized setting connecting with clients and advisors working remotely from home offices is blurring.  The issues of effectively leveraging video technology, portals shared with clients, and developing a telephone or video persona are similar.


Join us as we grapple with all this in our next meeting of our Call Center study group.

To support this conversation, Kehrer Bielan conducts an annual survey benchmarking Investment Call Center operations.  You can download the survey reports from prior years (click a cover to download):

Given the continuing concerns about travel, and the awkwardness of convening a roundtable discussion while maintaining social distancing, we are reimagining our Omni ChannelStudy Group as a series of virtual meetings this fall.


This complimentary study group would not be possible without the support of our sponsors. We acknowledge these organizations for their thought leadership and support.

Check out other upcoming Omni Channel virutal study groups:

Integrating Digital Advice with Your Advisors
a continuation of the Kehrer Bielan virtual Fall Leadership study group

Thursday, December 3, 2020