Our Metrics Don’t Fib

• Average call response time of less than 9 seconds (approximately three rings)
• Average hold time of less than 30 seconds
• A call transfer rate of less than 20% of call volume
• A 0% call abandonment rate
• "Once and Done" on 95% of call volume
• "Sundown Rule" (all calls will be returned before that day's close of business to provide the customer with the resolution or a status update)
• Brokerage accounts established within a 24-hour turnaround time frame
• Non-brokerage accounts established within a 48-hour turnaround time frame
• New Accounts on-line accounts established within a one (1) hour turnaround time frame
• ACAT transfers processed within 48 hours