If you are testing solutions for the first time I would first look at the skills that you are testing for. Secondly, determine how flexible that solution is, and how it fits with your company’s needs. You also need to determine how easy it is to use, because generally you have more than one person doing the recruiting and hiring for the call center, and you have several users. Determine if people can be trained quickly on it. You also want to look for a testing vendor that will walk you through the whole implementation process and continue to support you after the sale.-Natalie Hamlett of Qwiz