How to Select an Outsourcing Partner

Communications break down. If you've carefully defined, verbalized and documented your expectations of the provider, but it still isn't measuring up, look around. But before you put on your shopping shoes, be aware there might be extenuating circumstances. "We had a client who goofed big time on its sales forecasts for a catalog drop," recalls Marc Klein, director of sales at SC Fulfillment Services, an outsource provider. "We got so many calls that our call-abandonment rate for the client went over our [pre-set] benchmark." Although Klein's firm was able to ramp up 20 percent more than normal for the client, it still wasn't enough to meet the merchant's call volume.