When your customers are kept satisfied, your business’s image improves. But maintaining a high level of customer satisfaction is not an easy task. A lot of things need to fall into place for achieving the desired results. From a management’s point of view, certain customer support and process metrics need to be maintained. So, while choosing call center outsourcing company, it is vital that you choose a vendor who can deliver on Service Level Agreement (SLA) and keep the metrics as per expectations.