42 Rules for Outsourcing Your Call Center
Best Practices for Outsourcing Call Center Planning, Operations and Management
Ranked #75 in Business Planning
"'42 Rules for Outsourcing Your Call Center (2nd Edition)'" is a compilation of real-life problems, lessons learned, pitfalls found, and practical approaches for planning, implementing, and outsourcing call center operations. It provides a path for companies outsourcing their first call center with a logical sequence of steps for moving an existing operation to an outsourced organization. The book is a foundation for anyone considering outsourcing their call center. It starts by answering the question "Why Outsource," and then guides the reader with rules from defining the project to... more
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