How to Select an Outsourcing Partner

"We documented all requirements. Then we did a broad market scan — using some Internet research — of available contact center services," recalls the Castle Rock, Colo.-based merchant. "Then I short-listed the top 10 companies that looked suitable. Next, I did a 'deep dive,' talking with those companies, checking references, doing my research. Then I narrowed the field to the top three companies and created a matrix, slotting in how each of the three fared given our requirements."