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Outsourcing and offshoring are two Words that have become staples in household conversations

across the United States and are part of daily life for more than 350,000 people who are employed in

U.S. contact centers today. According to the National Association of Software and Services Companies,

the outsourcing industry is responsible for nearly $5.1 billion in annual revenues in the United States.

According the research and analyst firm Gartner, the industry will exceed $12.2 billion by 2007.

With so much discussion and conjecture about contact center outsourcing, how do you cut through the

clutter and determine if outsourcing is right for your company?

There are considerable benefits to outsourcing your contact center services, including increased cost efficiency,

access to cutting-edge technology, improved customer satisfaction, and greater functionality.

There are also some crucial factors to consider when making the decision to outsource, such as internal

transition challenges, the potential for lost jobs, and cultural differences in some offshore contact centers.

When making the decision to outsource or keep contact center operations in-house, it is imperative that you

take a realistic look at your organization, its current operations, and where it's headed.

As you decide what the right choice is for your company, consider the following list of dos and don'ts

for successful outsourcing. They might be the difference between just hiring an outsource supplier or

gaining a trusted, comprehensive outsource partner who makes your business more productive and profitable.