How to Select an Outsourcing Partner

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.