Is your outsourcing provider selling you contact centers? That’s what has traditionally been bought and sold. But as a client that’s not what you are paying for! Contact centers are after all just infrastructure – at two levels. The first consists of hardware and software including, facility, networks, computers, furniture, etc., which by itself can do little for you. The second level includes the technology and people with real domain knowledge that can add value to your business. You need the combination to deliver quality customer service.