CS0405_CoverStory_Outsourcing

16. Be sure there’s a smooth integration between your Web site and your outsourcer’s. Problems here may send all orders to your contact center, lengthening your customer response time. Thoroughly test the integration on both ends during the soft launch, and fix all bugs.

17. Train your contact center outsourcer’s employees by providing product samples and critiquing calls. Your provider’s contact center is the front line of customer satisfaction, and if its personnel don’t effectively reflect your catalog company’s image, customer response and branding efforts can be adversely affected.