QATC Survey Report: Best Practices in Contact Center Hiring, Training, & Quality Assurance
There are many industry reports on the state of technology in the contact
center today. But the success of customer interactions often depends
more on the people side of the contact center than the technology side.
Therefore, it’s important to understand best practices at getting the right staff
on board, training them well, and reviewing their customer conversations to
ensure each interaction delivers value.
Over the last five years, QATC has been surveying call center quality assurance
(QA) and training professionals on a wide variety of topics. Hundreds of
contact center professionals, representing all types and sizes of organizations,
respond to these surveys each quarter. This report is a compilation of those
surveys and some detailed commentary on the results.
The results in this report provide interesting insight into the organization, structure,
processes, problems, and solutions in the areas of hiring, training, and
quality assurance. The study can provide information to assist organizations
in understanding how their processes compare to others and can provide new
ideas for performance improvement based on what other organizations have
implemented with success.