Available Now: 2024 QAIB Full Study

Financial services and insurance contact centers face many unique challenges, from a tight regulatory/compliance environment, to complicated products to ever-increasing customer expectations. DALBAR’s Trends & Best Practices in Financial Services Contact Centers study is designed to help you thrive in this challenging environment by providing broad-based financial services and insurance specific benchmarks and best practices.

This study has been produced every two years since 2008, providing a significant amount of back data from which trends and best practices can be derived.

Topics covered include:

  • COVID-19 Response
  • CSR hiring, training and compensation
  • Licensing
  • Staffing models & offshore operations
  • Consumer/advisor relations
  • Technology
  • Metrics
  • Quality practices
  • and more…

Talk to us about how we can help you achieve your goals or customize an offering for your unique needs!