We've been working with Cymphony for a year now and I can say that their service has been fantastic. We receive a phone call from their quality manager on a regular basis to ensure we're receiving good service. You simply provide them with a script for conversations with your customers (callers) and they collect the required information. This ensures we can address all enquiries to the right team member. There have been some cases when we didn't receive sufficient information, but then with a help of their quality manager, we've tweaked the script and it ever since works nicely. I really feel that they do care about the quality of the service. Their payment plan is transparent and is a right fit for our customer servicing budget. I 100% recommend this service.