6. Build formal and informal escalation policies; encourage the outsourcer to escalate inquiries with reward incentives. Set up a formal daily review session, particularly early in the relationship, and encourage the develop- ment of informal channels. 7. Randomly monitor customer inquiries and evaluate call and e-mail quality. 8. Conduct a baseline survey to determine customer satisfaction levels before outsourcing your contact center activities. 9. Conduct customer satisfaction surveys as frequently as your budget allows, but not less than quarterly after outsourcing your contact center, to ensure that customer perception of service quality is not slipping. Offshore Outsourcing Best Practices While offshore outsourcing is relatively new for contact centers, best prac- tices are already available. Here are eight best practices that will improve your chances for outsourcing success: 1. Perform due diligence on prospective outsourcers, including investigat-