Research Report

state of the  financial services contact center

We asked questions nobody has ever asked before...

Highlights include...

• Leaders are optimistic and hiring: 98% are optimistic they’ll be a revenue driver in the future and 90% are continuing to hire.
• Most will be hybrid or on-site, not fully remote: 39% will operate on a hybrid model, and 0% will remain fully remote once a vaccine is available.
• Compliance is the biggest challenge of remote work: 100% believe that it is more challenging to ensure compliance remotely versus in-office.