Outsourcing Customer Service

When you're ready to implement customer service activities, you'll have to decide whether to hire direct employees or to leverage an outsourced call center. Companies just starting out often leverage a virtual receptionist to make sure the phones get answered, and as they grow they may outsource all aspects of customer service while others choose to keep all activities in-house. In this 3rd article of our Customer Service Best Practice series, Diane Pierson walks through the difference between an inside team versus an outsourced team and 17 questions to ask potential customer service vendors.