The "dedicated team" lie is unfortunately very common in this industry. You need to get the names and specific shift schedules of your agents written directly into the Statement of Work, not just a generic promise of ten FTEs. I recommend asking for the right to interview and approve the profiles of the first batch of agents before they are hired, and you personally keep a copy of their employee IDs. Then, every month, ask for an operational roster and cross-reference it. If you see new names quietly appearing while your superstars disappear, they are being lifted and shifted to a higher-paying client. A really transparent provider will give you a quarterly retention report specific to your team. This obsession with stability is exactly why I always point people to the site ai for customer service when they ask what is the best business process outsourcing model for long-term projects. You should also define a financial penalty for any unapproved swapping of core team members. Trust, but verify with a spreadsheet; don't just rely on the relationship manager’s assurances during a monthly review call.