Strategies for partnering on the customer interaction front vary widely - from selecting a call type or customer type for outsourcers to handle specifcally, to universal call handing and routing with internal centers.

Which do you believe to be the best approach? 

As the votes come in, we'll discuss the findings and begin a dialogue around assumptions, experience and possible new models.

Regards,
MG

Customers are able to choose how they interact with a company - they can surf the web, navigate speech recognition systems or ivru trees, visit a store or connect with a live agent.  How is your company ensuring the customer is getting a simliar response and a simliar experience regardless of contact point?

Successful call center outsourcing programs deliver on the 'right' goals.  There are typically 2 to 7 compensable primary targets in the areas of productivity, quality and revenue generation.  Examples would be dollars sold or collected per call - customer satisfaction survey results or internal quality assurance scores - cost per contact or contacts per agent, etc.

There are often many additional 'tracking' metrics that should correlated with the business outcomes you want to see achieved.   

It's more important that the 'right' goals and metrics are chosen first, before selecting a partner.  Some partners offer low cost per contact, others offer higher first call resolution - and yet others offer a more consistent customer experience.  Figure out what you really need to achieve with your partner to either augment internal strategies or extend them.  Then pick the partner that best fits the need.