In a world where calls, chats, and emails are routed through various systems and servers, contact center security becomes crucial. This is especially true for the telecommunications industry and organizations that use an outsourcing model, which have enormous numbers of…
We asked our clients to share their experience working with Global Bilgi. One of the first to respond was our partner Prom.ua — Ukraine’s largest marketplace. The questions were answered by Bozhena Polishchuk, Head of the Customer Support Department at Prom.ua.
What was…
Global Bilgi Visits BAT Ukraine’s Production Facility and Office — A Two-Day Trip to Enhance Customer Service
July 21, 2025
Kyiv, May 2025
The team of LLC Global Bilgi — including project managers, team leaders, careline representatives, and First-Call Assistants — made a two-day working visit to the production facility and office of BAT Ukraine. This initiative, part of our partnership…
“Remote call center jobs,” “Contact Center Work From Home Agent,” “Call Center Jobs – Remote Work From Home & Online”— what do all these search queries have in common? Clearly, more and more people are looking for ways to work outside of traditional…
The success of any business depends on its customers. Yes, it’s a cliché. But in the fast-paced race for innovation and tech adoption, companies often lose sight of this golden truth. Business automation, cloud platforms, mobile apps — they all mean very little if not…
When launching or scaling a contact center project, one question inevitably comes up: what determines its success? The answer may seem simple — track the right KPIs and stay focused on results. But in reality, things get more complex. What metrics should you monitor? How…
Training and onboarding new contact center agents is a crucial phase in the employee journey. It impacts not only individual performance but also the overall quality of service a company delivers. One of the most essential parts of this process is the internship…
Developing a relationship with a customer within seconds of their picking up the phone is one of the most difficult tasks for a call center representative. Why is it important to know who you’re speaking to in person or virtually? Due to the fact that individuals are…
Sales is a challenging job that offers unique opportunities to develop communication skills. I know this firsthand—my professional journey began as a sales agent at the Global Bilgi contact center. After transitioning to a team leader position, I gained experience managing…
More and more companies are turning to outsourcing to optimize business processes, entrusting critical operations to professionals. One area that demands special attention is B2B (business-to-business) customer support. Unlike B2C, where the end consumer is the focus…
