Ukraine has lost substantial power generation capacity as a result of the aggressor country’s military forces attacking crucial infrastructure. While we’d like to be positive, there’s no reason to expect big improvements to Ukraine’s energy sector in the near future. The scarcity of electricity, and thus power disruptions, may recur with the start of the heating season. The only variables that can alter are the timing and nature of the outages, which might be scheduled, stabilizing, or emergency.
Power outages have a tremendous impact on all industries, including the customer service industry. How can contact centers continue to offer assistance amid power outages? And how can companies avoid losing customers due to persistent blackouts? Let’s explore solutions together.
Staying online during power outages
In today’s environment, contact centers rely largely on VoIP telephony. This signifies that an internet connection is required for customer service. Fortunately, most network service providers have streamlined their infrastructure, built fiber-optic links, and outfitted their systems with backup batteries.
Despite the continuous military conflict and economic depression in Ukraine, Ukrainians continued to actively use fiber-optic internet in 2023. This has resulted in a considerable increase in the Ukrainian internet access market.
Managing remote agents’ work
Currently, more than 90% of Global Bilgi’s outsourced contact center agents work remotely. This decision was made to guarantee our employees’ safety. But how can we ensure smooth remote operations? How efficiently managing remote contact center agents?
First, we conducted a detailed poll of all firm personnel to examine the present status of power outages and the availability of technical resources for functioning during blackouts. The results assisted us in determining which agents had fiber-optic internet, how long their laptop batteries last, and whether additional power sources are required for their routers, among other considerations. This method enabled us to develop a thorough plan for increasing the efficiency of scheduled work hours.
Practical measures
Recognizing that power disruptions were unavoidable, we began to adjust. Our first objective was to improve the energy independence of agents which already have fiber-optic internet connectivity. Specifically:
- We started upgrading our work laptops to newer models with better battery lives.
- We gave agents with power banks to charge their routers.
- We created incentive programs to encourage agents to operate during hours when there are no power disruptions.
- We provided an additional mobile GSM internet plan for corporate phone lines.
As a result, our performance in July 2024, during the most widespread blackouts in Ukraine, only fell by 3.5% from June 2024.
Recruiting employees from abroad
Since the beginning of the full-fledged invasion, our HR department has been actively recruiting specialists who have moved abroad. This strategic direction supports two primary objectives:
Providing opportunities for our citizens to work in a Ukrainian company
Global Bilgi aggressively hires Ukrainians abroad, allowing them to work and preserve economic ties with their home country. The organization assists Ukrainians in finding steady and legal employment, as well as providing them with the assistance and resources they need to succeed.
Ensure uninterrupted customer service
Recruiting Ukrainian people overseas allows Global Bilgi to attract talented specialists who do not experience power outages and have reliable internet connection. This ensures that our contact center provides consistent client support, regardless of the circumstances in Ukraine. This method also enables us to be more adaptable and efficient in the face of current issues.
Currently, only a small number of Global Bilgi agents live permanently abroad. However, we are continuing to develop this direction because our people who live outside of Ukraine frequently have difficulty obtaining job. At the same time, students develop their foreign language skills, which considerably strengthens their prospects for employment in Ukrainian contact centers.
Global Bilgi provides the most convenient working conditions for such specialists, including a competitive wage, a flexible work schedule, and prospects for personal growth.
Return to the office?
Yes, we expected this possibility, however it is presently only available to staff based in Kyiv and Dnipro. Offices in these cities have diesel generators and reliable internet connectivity. We would like to highlight that working in the office is only allowed in the absence of air raid alarms, during which all employees, without exception, must evacuate to shelters.
We are fully aware that the heat season of 2024-2025 may be difficult, and that power shortages may occur even in the absence of an enemy country attack. As a result, our staff continue to have access to workplaces with reliable energy and internet service.
Conclusions
Russian armies have invaded Ukraine, forcing practically every business to adapt. The Ukrainian outsourced contact center industry also had to adjust to changing circumstances. Unfortunately, some contact centers were unprepared for protracted blackouts, resulting in considerable downsizing. Some even stopped operations or reconfigured their firms.
Because of the preemptive actions adopted at the start of the invasion, Global Bilgi not only retained its key clients but also gained new customers for its outsourced contact center services. Despite power interruptions, we continue to provide technical and informational support to our clients’ customers. When faced with a dilemma, we do not give up; instead, we aggressively explore and develop answers. This resiliency builds trust in us as one of the best outsourcing contact centers in Ukraine.
We are eager to collaborate, and we know how to keep your consumers’ loyalty and confidence by providing an amazing Digital Experience!
