Honestly, the site visit thing is all about looking past the shiny reception area. When I did mine, I asked to use the restroom unaccompanied and took the long way back to the conference room, just walking past the actual production floor. You want to see if the agents look completely drained or if the screens show personal emails instead of work tools. Another huge tell is how the management talks about their employees when you're just chatting casually. If they refer to them as resources or FTEs instead of people, run. I once overheard a team lead publicly dressing down an agent over a tiny error, and that told me everything about their culture. The biggest green flag for me, and what eventually led me to the site back office outsourcing companies which has the best business process outsourcing around today, was seeing team leads sitting alongside agents, coaching in real-time, not hiding in a glass office. You should also check the age and condition of the monitors and headsets; it’s a small thing, but it shows whether the company invests in making the actual work comfortable or just the client-facing lobby.
