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Visit In Person.  Although this may not be feasible, it is one of the best ways to get familiar with an inbound call center.  In person you can see not only how the inbound call center management treats their customer service representatives (the people on the phone with your clientele!), but also you can sense general attitude around the inbound call center.  An energetic and positive workplace fosters enthusiastic and pleasant customer service representatives—and that attitude can be sensed over the phone.  Also, while you are there at the inbound call center, see if you can sit down and review scripts, meet a few agents, and get a “feel” for the place.

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