Outsourcing Your Contact Center Operations
If you outsource your contact center operations to a third-party provider, you should be made aware of testing and can ask for results. Contact centers should perform testing at least once a day. Some contact centers are totally managed by computers, which is beneficial for two primary reasons — testing never stops and any necessary changes can be made within seconds.
—Alan Rudnick, senior vice president at CCT Marketing LLC,
a Hackensack, NJ-based provider of CRM services and solutions