Working with an external telemarketing firm + CRM

Any salesforce or sugarcrm users here have experience collaborating with a telemarketing firm?

Here’s our workflow:

Lead is captured on the website -> Lead goes into the CRM -> telemarketers are alerted about the new lead and they pick up the phone and contact the lead (they read from a script) -> additional information is entered and sent back to the CRM

Right now this is creating 2 different leads.

I’m looking for the best solution for the telemarketers to take unqualified leads, fill in more info and update the original lead.

Is there some sort of partner portal that people recommend for either of these CRMs? Or another solution? My firm is currently using salesforce which sucks a bag of cocks.

With SugarCRM i can get many more seats/users for a lower price and I would like to switch over.

Sugar should be able to do all of the things you want in the one platform, but you will probably need one of the Sugar developers for a while if you aren’t comfortable creating your own schemas and work flows.

So, basically I should just hire a developer to set this up?

I don’t want the telemarketers to be using the CRM, I would much rather they use an system built specifically for telemarketers, since we’ll likely switch telemarketing agencies in the future and we won’t want to keep reorganizing our system to accommodate each new company.
Well I should say that I’d rather not grant the telemarketers access to everything in the CRM, just a sort of call center/script area where they can read off from the script, fill in the blanks and submit the information (updating the lead if it already exists in the system). We’ll also be taking incoming calls from a toll free number and those leads will be brand new.