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:

  • CSR hiring, training and compensation
  • Licensing
  • Staffing models & offshore operations
  • Consumer/advisor relations
  • Adapting to a post-fiduciary rule world
  • Technology
  • Metrics
  • Quality practices
  • and more…

For more information about DALBAR's QAIB, please contact Cory Clark at 617.624.7156.