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When you next consider outsourcing part of your contact center function, ask the potential supplier to give you a list of clients and details of what service they provide to each one and the telephone numbers relating to them. Then over a period of a few days call their clients numbers and see how well they deal with your calls. This way you are testing their claims and not just taking the word of the salespeople. Note – you can do the same with virtually any outsourced service.