Our Experience

In B2B software sales, the success of negotiations often depends on how accurately the provider can identify the client’s real needs. This is especially critical for solutions that directly affect Customer Experience, since the quality of interactions with end consumers…

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…

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…

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…

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…

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…

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…

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.

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…