Mutual fund outsourcing services provider US Bancorp Fund Services (USBFS) says its call centre has received a five star rating from National Quality Review (NQR) for the 12-month period ending December 2003.
The company says USBFS’s service performance also exceeded the performance of NQR’s test group, which included three of the largest fund groups in the United States that maintain in-house call centres. NQR specializes in service performance measurement, quality assessment, survey design, statistical reporting, and competitive analyses. NQR’s financial service clients include 56 percent of the top 25 mutual fund companies in the United States.
“We are very pleased to receive this good news from NQR,” says Joe Redwine, president of USBFS. “At USBFS, we strive to provide the best customer service possible for all of our clients. We have experienced a major surge in call volume since mid-December, as has the entire industry. Throughout this two-and-a-half month stretch, we have continued to maintain our high level of service quality.”
Headquartered in Milwaukee since 1969, US Bancorp Fund Services currently provides services to more than 200 fund families, with 900 portfolios and 1,100 fund classes and administers 1.9 million shareholder accounts with $174 billion in client assets. US Bancorp Fund Services clients include mutual funds, investment partnerships, hedge funds, separately managed accounts, fund-of-funds, and offshore funds. It is a subsidiary of US Bancorp, the eighth largest financial services holding company in the United States.