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Managing Outsourced Teleservices Providers

  • While poor vendor performance is certainly a factor, outsourced lead generation efforts are just as likely to fail due to mismanaged relationships and inadequate processes
  • Do not isolate teleservices outsourcers from other demand sources; instead, integrate them into lead management processes and systems
  • Leverage the expertise, defined methodologies and process efficiencies that teleservices vendors offer, but exert control over agent certification and quality control

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