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Our Experience

19 posts

In this category, we write about our experience working with various companies to whom we provide contact center outsourcing services and other services.

Our Experience

Monitoring and Analytics in the Contact Center: How to Drive Real Results

Андрій Сорока Global Bilgi
By Soroka Andrii
June 3, 2025
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…
Our Experience

Contact Center Agent Internship: Insights from a Global Bilgi Expert

Олександра Таболіна Global Bilgi
By Oleksandra Tabolina
May 27, 2025
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…
Our Experience

Experience Managing a Remote Sales Team During Wartime

Катерина Андрощук Global Bilgi
By Kateryna Androshchuk
May 19, 2025
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…
Our Experience

How to Boost Sales in a Remote Call Center: The Global Bilgi Experience

Дарина Черненко Global Bilgi
By Daryna Chernenko
May 12, 2025
Sales effectiveness in an outsourced contact center is a comprehensive metric reflecting the sales team’s ability to achieve optimal client results with efficient resource utilization. Crucially, contact center sales hinge on customer experience. As team lead, my aim…
Our Experience

Live Chat Script: An Example of Effective Customer Support

By Dmytro Serbeniuk
May 1, 2025
A website visitor typically initiates a live chat when they’re looking for a fast, convenient answer without having to call the contact center. At this moment, every word an agent types instantly shapes the customer’s impression of the service. Without the vocal tone or…
Our Experience

Scaling a Contact Center with Global Bilgi: Everything You Need to Know

By Dmytro Serbeniuk
April 24, 2025
For large enterprises, contact centers are more than just a support channel — they are an integral part of a company’s reputation, service culture, and competitiveness. That’s why contact center scaling is no longer just about hiring more agents during peak periods.
Our Experience

From Contact Center Agent to Team Lead: Expert Tips from Global Bilgi

By Dmytro Serbeniuk
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…
Our Experience

Monitoring at Global Bilgi Contact Center: How We Help Optimize Our Clients’ Costs

By Dmytro Serbeniuk
January 10, 2025
How do you envision the operation of a contact center? Agents sit at computers with headphones and microphones, fielding consumer calls. However, underneath the perceived simplicity lurks a multitude of processes. These include task planning, scheduling agent shifts…
Our Experience

Headcount VS FTE: How Many Agents Does Your Contact Center Need?

By Dmytro Serbeniuk
October 25, 2024
In a call center or contact center, one of the most critical aspects of efficiency is accurately determining the required number of agents. An understaffed team can lead to agent overload and burnout, increased customer Average Wait Time, and potential customer loss. On the…
Our Experience

Blackouts impacting service: How to retain customers during power outages

By Dmytro Serbeniuk
August 7, 2024
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…
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