Setting up and managing an in-house call center operation is a challenging proposition to many companies. This is because setting up a contact center required heavy upfront investments on equipment, advanced technologies, and human resource development. Whereas, management of in-house contact center is sophisticated and required trained resource and skilled forces. In addition, the operating costs, especially personnel-related costs, are high. That’s why outsource contact center becomes global trend to reduce operating costs and enhance customer service quality, leading to customer satisfaction and company’s profitability.