How to Select an Outsourcing Partner

- Call companies currently using the provider — and not just those the provider offers up as references.

- Visit the contact center. "Look at the environment," Klein suggests. "Is the place clean? Do the reps have enough privacy and sound barriers so there isn't much background chatter?" Also while at the site, interview a few reps, he continues. "Are they happy in their jobs? If not, that bad tone may come through in their voices.