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Reporting Outsourced Performance
Every outsourcing company provides statistics on how many calls they are taking, how many they are making, etc. Some give you stats on how many calls they failed to pick up etc. A few give you stats on staff turnover in the teams handling your calls, longest time to answer, etc. Depending upon your needs, be clear on what reports you do want and remember just because you outsource this, doesn’t mean you can’t get the information you require. Most outsourcing companies record a lot of information – find out what they do and get the reports you want.