Managers Share Secrets of Success

CS: How did you select the one you use now?
Perry: We sent an RFP, and then narrowed the list to seven call centers. I mystery-shopped them. Some didn’t take calls quickly. Some had a lot of noise in the background. One criterion we looked for was how easily their agents could communicate updates to team members. For example, did they have a intranet site where we could post our shipping charges, contact list, etc.?