A Compendium of the Year’s Top Tips in Cataloging and E-commerce

By The Catalog Success Staff

Choose the right contact center outsourcing partner.
When shopping for a provider, methodically investigate service quality. For example, insist on monitoring a few customer calls. Are the reps polite, efficient and obviously qualified? Is there too much background noise? Also, call the provider and do a little mystery shopping to see how the company handles your queries. And don’t throw any softballs — make them work, then document their responses and how they handle your call. Call companies that use those the provider offers as references. Visit the contact center.
—Marc Klein, SC Fulfillment Services, source, “How to Select an Outsourcing Partner,” April, Catalog Success