How to Select an Outsourcing Partner

6. Relationships: Look for a provider with whom you're confident you can build a strong working partnership, Comes advises. "I like that AnswerNet communicates with me regularly and understands and supports my drive for continuous improvement," she notes.

Trust is part of the equation, too, Klein adds. "You must trust that the provider will manage costs, staffing and service levels in a reasonable way." Before hiring an outsourcer, set pre-defined goals and expectations for its service. Then, after it's been taking your calls, "benchmark the provider's performance. Communicate and be ready to readjust goals when circumstances dictate," he notes.