Audio Podcast: Multi Contact
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If you currently work with, or plan to use an outsourcing company, it is worth spending the time to produce a service agreement covering all aspects of service delivery such as service levels, costs, time to action system changes, training costs etc. All too often these are not in place and when things start to go wrong it can become a real mess. As a client of these companies you should consider penalties AND rewards if the company exceeds your agreed performance standards.
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