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What to look for in a call center outsourcing partner

What should United States-based clients look for in Call Center/BPO service providers?

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Many factors come into play in an outsourcing decision, depending on what is driving the need to outsource and the scope (e.g., type of business, type of services, workload volume, etc.). Decision factors include specific technology needs, functional or media needs, hours of operation, staffing flexibility, languages. Some of the less tangible but often very important issues are cultural fit, agility to adapt to changing business needs, account management – including staffing and training approach, history and partnership. Quality and performance monitoring and service levels are considered in an appropriate evaluation and contracting process. And of course, cost may be a factor – both in relative costs to in-house operations, and in absolute costs.

This was first published in January 2006

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