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…
10 Inspiring Quotes for a Contact Center Agent: Motivation and Professional Growth
February 11, 2025
The work of a contact center agent requires not only communication skills but also endurance, stress resistance, and the ability to quickly adapt to changes. Global business realities dictate new service standards: customers expect a personalized approach, prompt resolution…
How to Choose an Outsourced Contact Center: Avoiding Common Mistakes
February 7, 2025
Choosing an outsourced contact center is not just a formality but a strategic decision that directly impacts your business’s reputation and financial performance. However, company owners, especially those managing large businesses, sometimes make mistakes that either…
Lead Generation Via Contact Center: The Advantages of Outsourcing
February 5, 2025
Lead generation is a vital process for any business striving to grow and expand. In a highly competitive environment, attracting new customers is becoming increasingly challenging. That’s why an effective lead generation system is the key to success for many companies. One…
