A guide to outsourcing: Customer service mistakes and how to fix them

OABPO Blog Team Published on September 11, 2013
outsourcing-customer-service-

Everybody is allowed to make mistakes. When dealing with customers, however, mistakes can be costly. Outsourcing for customer service functions or simply improving how calls are handled by the internal team usually overcomes these.

However, even today, customer service blunders are still prevalent. Here are the most common ones:

Being unavailable

The customer encounters an issue not covered in the business website’s FAQ section or have a question regarding the problem or service covered. Upon dialing the company trunk line, however, the person finds that nobody is picking up the phone. This happens when customer service closes at 5:00 pm.

A company should provide 24/7 support to make them reachable and so that customers can contact them anytime. Also, companies should expand its channels to include email, live chat, and social media to give customers more options.

Employing poorly trained staff

There are many customer service horror stories floating aroundโ€”from agents who seem to be outright uncaring to those who go astray and offend the customer.

Good customer experience heavily depends on the skill of the call center agents. Outsourcing customer service to an expert provider supplies a company with a reliable team of call center agents. Otherwise, it should train its internal staff to know the basics of taking calls and professional manner of talking with customers. Sufficient product or technical knowledge is also important to successfully help callers with their problems.

Breaking promises

A company may fail in delivering an action it promised to the customer, which can be a product delivery or service request.
It’s important that the company keeps its promise, even if the issue seems minor. Overpromising just to appease the customer is not a good practice. Furthermore, call center agents should resolve cases immediately, possible at first contact, and be trained to avoid repeat customer calls.

These mistakes are not overly complicated, yet they are among the most common mistakes in customer service. These should be prevented or overcome to avoid upsetting customers and instead giving them the quality of customer service that meets, and even exceeds, their expectations.

For all your customer service solutions, seek out Open Access BPO. Located in the Makati, Philippines, our company offers customer service as part of our outsourcing call center operations. Our staff has excellent communication skills and is properly trained for soft and hard skills to give your customers a positive experience.ย 

Photo credit: bark on Flickr

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๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—Ÿ๐—ฎ๐˜‚๐—ป๐—ฐ๐—ต๐—ฒ๐˜€ ๐—ฆ๐—›๐—œ๐—™๐—ง ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ ๐—ณ๐—ผ๐—ฟ ๐—˜๐—บ๐—ฝ๐—น๐—ผ๐˜†๐—ฒ๐—ฒ๐˜€

Multilingual call center Open Access BPO announced the official launch of ๐—ฆ๐—›๐—œ๐—™๐—ง: ๐—”๐—ป ๐—ข๐—”๐—•๐—ฃ๐—ข ๐—Ÿ๐—ถ๐—ณ๐—ฒ๐˜€๐˜๐˜†๐—น๐—ฒ ๐— ๐—ผ๐—ฑ๐—ถ๐—ณ๐—ถ๐—ฐ๐—ฎ๐˜๐—ถ๐—ผ๐—ป ๐—ฃ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

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Open Access BPO 5 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

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Open Access BPO 15 days ago
The world is getting smaller, and your customers come from all corners of it!
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Open Access BPO 15 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

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Open Access BPO 15 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

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Open Access BPO 16 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

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