A growing number of software companies have shifted at least some of their tech support activity to outsourcers. Often the outsourcer's role is to supplement existing core coverage--for instance, by handling after-hours calls or by providing first-level responses. This hybrid model adds to the complexity of calculating costs and other metrics, which are already full of complex variables. Drawing on survey data from outsourcing clients, this research report provides some useful outsourcing benchmarks and deals with the following topics:

• Defining a hybrid vs. full-outsourcing model
• How much escalation is acceptable?
• Performance scorecard
• Who's a "big frog"? Monthly call volumes
• Payment models and metrics
• Tips and tactics
• How to draft a better RFP
• Case study: Making the relationship work