Too often the ultimate cost justi!cation when choosing an outsourced contact center provider is based on the almighty agent hourly rate. There is no disputing that the most signi!cant ongoing expense of any call center operation is tied to the cost of the agent. However, the question remains: Is the hourly rate the be-all and end-all with respect to your outsourcing decisions and the ability to meet or beat your budget, increase your company’s revenues, decrease expenses and ultimately add value or dollars to the bottom line?