How outsourcing customer service encourages positive word-of-mouth

OABPO Blog Team Published on October 21, 2013

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There are many reasons brands are outsourcing their customer service to countries such as the Philippines. One of these is to enhance the quality of their call center operations and increase customer satisfaction. This encourages positive word-of-mouth, which is essential in boosting a company’s marketing efforts.

How valuable is word-of-mouth

It is often said that word-of-mouth is the best form of advertising. According to McKinsey, it is the primary factor behind 20-50% of purchasing decisions.

The same global management consulting firm reported how customer service drives word-of-mouth. Accordingly, customers who have their issues successfully resolved will share their experience to four to six people. These numbers double for dissatisfied customers, who on average are likely to tell nine to 15 people about their experience.

This goes to show that customer service, no matter its quality, is going to generate word-of-mouth, and this may be positive or negative depending on the experience of customers.

Outsourcing customer service to improve quality

Outsourcing improves the quality of customer service, which leads to a higher rate of customer satisfaction. This is done in a variety of ways.

First, the outsourcing firm ensures that all of its customer service representatives are well-adept at communication and resolving issues and that they remain professional in dealing even with irate customers. Some outsourcing firms also empower their agents to make decisions without prior consultation to supervisors and encourage them to think outside the box when helping customers.

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Second, it offers a cost-effective method for a company to expand its presence on various channels, particularly on web-based platforms such as email, live chat, and social media.

Third, it enables a company to provide 24/7 support to customers, so customers can get assistance exactly when they need it.

In essence, outsourcing helps companies build great customer experience through a consistent, high-quality support system. It ensures that customers remain satisfied with how a company takes care of them and that every interaction ends on a positive note. Customers can share their personal stories and may even recommend a specific brand to their friends and families.

This helps a business grow its customer base and increase brand awareness without the additional marketing expense.

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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 6 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 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 16 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 17 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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