What is the “mystery shopper” service? It is a method of evaluating service quality, where a specially trained employee, posing as an ordinary customer, interacts with salespeople or contact center operators, recording all the details of the communication. In…
Customers don’t like to wait. They want answers here and now. When someone visits your website, they are either interested in your offer or already have a question. But what happens if they have to search for contact details, dial a number, and wait on hold? Exactly…
We present to you a comprehensive global study on contact center agent sentiment. This all-encompassing report on the contact center market provides valuable insights into what agents working in outsourcing companies truly experience. It highlights their challenges…
In 2025, the contact center outsourcing services industry stands at a crucial crossroads where technological advancements and evolving business needs are reshaping traditional models. Today, outsourcing customer service is no longer just about cost reduction and operational…
In modern business, a contact center is a crucial part of a customer service strategy. Its structure determines operational efficiency and the achievement of business goals. A well-organized outsourcing contact center enables process optimization, increased productivity, and…
At first glance, the answer seems obvious. More processed requests, more sales, more satisfied customers! Yes, a 24/7 contact center is a great solution! On the other hand, employees need to be paid more for night shifts, there is a need for additional supervision and…
From Contact Center Agent to Team Lead: Expert Tips from Global Bilgi
February 28, 2025
While the role of a contact center agent may seem routine, it is actually an excellent starting point for developing valuable skills that are useful in any industry. Communication, problem-solving, and stress resilience are just a few of them. With a low entry barrier and…
What Are Key Performance Indicators? For inbound contact center services, KPIs reflect customer service quality, agent efficiency, and overall business success. These indicators help us understand how well we are performing, identify weaknesses, and find ways to improve. The…
Imagine two scenarios:
Between calls, contact center agents frequently take breaks or get distracted by personal matters.
Throughout their shift, agents don’t even have time to take a lunch break.
Both cases relate to occupancy—one of the most critical metrics in an…
Absenteeism in contact centers, where most agents work remotely, is one of the key challenges affecting business efficiency. Unplanned or unjustified absences can disrupt team operations, lower customer service quality, and increase the workload on colleagues. This issue is…
