Our Experience

When you think of a call center, you probably picture rows of agents with headsets handling calls. But in modern business, contact center outsourcing means more than just human labor—it requires flexible technological tools. That’s why comprehensive digital solutions for…

In today’s business environment, “out-of-the-box” solutions are often not enough. Standard software can address basic tasks, but it rarely accounts for specific processes, industry requirements, or the unique business goals of a company. That is why software…

Cost-cutting drives today’s business. Automation in customer service is its clearest sign. But no IVR system or chatbot can replace genuine human attention. The empathy of an agent is often the difference between a routine interaction and an exceptional customer…

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…