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.

Thousands of training and development professionals as well as quality assurance team members participate in QATC events and programs, including the association’s quarterly surveys on industry problems and best practices.  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.

The full QATC Survey Report contains 80 pages of information including details about participant profiles, survey results, and commentary about each area from industry experts.

For more information about the report, you may download the Executive Summary at no charge: Download Here


The report is available for purchase for $99 for QATC members or $199 for non-members.

The report is available as a PDF download and can be ordered from the QATC online store at

A link to download the report will be e-mailed to you after you complete your purchase.

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