How to Select an Outsourcing Partner

5. Low employee turnover: Insist on knowing the provider's turnover rate. "The contact center industry is plagued by relatively high staff turnover," Pudles says. "That's a fact. But if the outsourcer has significant turnover, that's a bad sign. Ask about its processes for hiring, training and retaining employees. Can the company articulate its staff-training process? Does it promote from within? These are important questions to be answered when selecting an outsource provider," he notes.