Executive Summary (This is a document excerpt)

Many companies consider outsourcing their contact center or customer service centers to improve operational efficiencies and to increase customer satisfaction. However, many decision-makers know little about potential contact center outsourcers, and they often rely on limited evaluation criteria when making an outsourcing vendor selection. Contact center outsourcers vary significantly in their delivery of services and channels supported. It's important to discuss requirements beforehand with business unit managers to determine the full scope of their requirements and to clearly understand their customer requirements and business objectives. This report identifies 12 areas to consider when you are selecting your customer support outsourcer. Although cost reduction is a major consideration, you also need to prioritize the vendor's ability to deliver a quality customer experience. Additionally, while outsourcing may be the right decision for your company, you may also want to consider other alternatives when developing your contact center outsourcing strategy.

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