oper 1160 supply chain operations management
There's no better way way to find detailed discussion of call centers, outsourcing and information related to the selection criteria for outsourcing, than to find a specialized book on the topic. Try one or more of these:
Look for articles in trade magazines that talk about the practical aspects of outsourcing and call center performance. Also, you'll find a number of academic journal articles that discuss research findings related to the topic. Both types of sources are very useful for your research. Try these databases:
The KPI Mega-Library provides extensive lists of performance indicators used in a variety of industries and business areas.