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Face Off: Traditional vs. Outsourced Call Center
Faulkner, Jan 2003, Pages: 8
Deciding whether to insource or outsource the call center needs is a major undertaking, as there are many factors to consider. Contrary to what many industry reports say, this is not a decision to be based solely on price. Finding the right solution involves knowing the right questions to ask and the right issues to resolve. This report provides an understanding of what is involved in implementing either solution and provides recommendations on what to consider when selecting which type to implement.
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