Castle Rock

By Donna Loyle Before Sherry Comes outsourced contact center duties for her online business, she tried to keep operations in house, with reps answering customer calls only from 8 a.m. to 5 p.m. "But customers started saying, 'Come on. You're an Internet company. You should have longer call center hours,'" recalls Comes, president and founder of CoffeeCakes.com, a purveyor of gourmet baked goods. So Comes decided to outsource all of her contact center operations, including 24-hour order-taking, customer service, outbound telemarketing and conference calling. The outcome, she says, is that her business has been able to grow without adding staffers to the

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