By outsourcing call center services, a company can effectively satisfy the needs of their customers while core staff can focus on process improvements that will enhance customer relations. However, choosing the wrong call center company might be detrimental to a company's success; after all, their agents or front liners are effectively representing your brand. It is thus important to choose a call center company carefully.
Before you come up with a short list of possible providers, try to identify your specific needs e.g. a phone answering service, 24/7 coverage, online order fulfillment, tech troubleshooting, etc. The Internet is actually an effective way of acquiring leads, so the second option might be a good idea. However, if you are just starting out, you might want to consider other options.
By identifying your specific needs, you can easily narrow down your choices to the right companies that offer the exact services you're looking for. However, before making a final decision, check whether the company is indeed reputable by asking for references. Additionally, get to know who runs the company and arrange for a site visit. You can even test out their services by making a call to see how the customer service representatives handle specific problems.