Knowledge Center Article

Call Center Outsourcing Philippines: Avoiding Common Mistakes for Successful Partnerships

By Grace N. / 20 January 2024

Call center outsourcing to the Philippines, while offering numerous advantages, can also be fraught with potential pitfalls if not approached with careful planning and consideration. Companies looking to leverage the benefits of Philippine call centers must be wary of common outsourcing mistakes. Here’s an exploration of the top five outsourcing mistakes and how to avoid them:

Choosing a Low-Cost Provider Over a Premium One: One of the biggest mistakes companies make is prioritizing cost savings over quality of service. While the Philippines is known for its cost-effective solutions, it’s crucial to balance affordability with service quality. Opting for the lowest-priced provider might result in compromised service standards, negatively impacting customer experience. Companies should seek providers that offer a good balance between cost and quality, ensuring that the chosen partner can deliver the level of service that customers expect.

Not Leveraging the Expertise and Experience of Expert Advisors: Outsourcing call center operations is a complex process, and navigating it without expert guidance can lead to suboptimal decisions. Companies often underestimate the value of consulting with expert advisors who have deep knowledge of the Philippine call center industry. These advisors can provide insights into the best practices, help identify the most suitable outsourcing partners, and guide companies through the transition process. Leveraging their expertise can significantly enhance the chances of a successful outsourcing venture.

Not Following a Proven and Time-Tested Outsourcing Process: Diving into outsourcing without a structured plan or process is a recipe for challenges. Companies should follow a proven and time-tested process that includes thorough research, careful partner selection, clear contract terms, and a well-defined transition strategy. Skipping steps in the process or rushing through them can lead to misunderstandings, unmet expectations, and operational disruptions.

Not Clearly Defining the Outsourcing Objectives and KPIs as well as Effectively Managing Them: A common oversight in outsourcing is the lack of clear objectives and ineffective management. Companies must have a clear understanding of why they are outsourcing, what they hope to achieve, and how they will measure success. This clarity should extend to the outsourcing partner, ensuring that they are fully aware of and aligned with these objectives. Regular monitoring and communication are essential to manage the outsourcing relationship effectively and to make necessary adjustments along the way.

Not Understanding the Importance of Advanced Technology: Underestimating the role of advanced technology in call center operations is a critical mistake. In today’s digital age, technology is key to increasing operational efficiencies, enhancing customer experience (CX), and lowering costs. The best outsourcing partners in the Philippines utilize state-of-the-art technologies such as AI, automation, and data analytics to streamline processes and provide superior service. Failing to partner with a provider that invests in these technologies can result in outdated service models that are less efficient and cost-effective.

By being aware of and actively working to avoid these common mistakes, companies can greatly increase their chances of a successful partnership with call center outsourcing providers in the Philippines. The key is to approach outsourcing as a strategic decision, with due diligence, clear objectives, and a focus on building a strong, collaborative relationship with the outsourcing provider.

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John Maczynski


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Success in outsourcing isn't a matter of chance, but rather the result of a meticulously defined process, a formula that Fortune 500 companies have diligently honed over time. This rigor is a significant factor in the rarity of failures within these industry titans' outsourced programs.

Having spent over two decades partnering with and delivering Business Process Outsourcing (BPO) solutions to Fortune 500 clients, John possesses an in-depth understanding of this intricate process. His comprehensive approach incorporates an exhaustive assessment of outsourcing requirements, precise vendor sourcing, and a robust program management strategy.

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