Trends Report

How To Select A Contact Center Outsourcer

Evaluate Both The Outsourcer's Market Position And Vertical Experience

March 18th, 2008
With contributors:
Simon Yates , Rachel Batiancila

Summary

If you're selecting a contact center outsourcer, you'll need to look much deeper than a vendor's ability to provide customer support services. Consider a business partner with experience and understanding of the critical customer-care issues in your industry. While thousands of companies offer outsourcing services, those that have a solid background in a particular industry and that can also deliver full life-cycle support services for customer care make a substantially shorter list. To identify a business partner in this area, first consider the outsourcer's overall competency and reputation in the industry, as well as its flexibility to meet your customers' unique support requirements for sales, services, and technical support. Forrester interviewed six major outsourcers with considerable expertise across many industries and asked them to describe their core services and how they apply them to one of their major vertical industries.

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