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Listen To Calls.    One of the best ways to gauge the performance of the customer service representatives at any inbound call center is to listen in on live calls.  Remember to pay close attention to the overall image the customer service representative projects, how well she or he knows their scripts, and how well they can act under pressure.  This would also be a good time to check in on the feedback the inbound call center supervisor gives the CSR—remember that a positive work place starts at the top! 

Though it is easy to get excited about an inbound call center after listening to just one call, listening to several will give you a better idea about the general service level at the inbound call center.  The more data you can get about a specific inbound call center, the better your chances are of making the right decision. 

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