Outsourcing customer service is a strategic decision that can significantly impact a company’s financial performance, customer satisfaction levels, and overall competitiveness. However, to achieve the expected results, it is crucial to choose a reliable contact center outsourcing partner.
In this article, we will explore the advantages businesses gain when partnering with Global Bilgi, one of the leading contact center outsourcing services providers in Ukraine. You will learn how our company helps enhance customer experience, optimize operational costs, and improve communication efficiency through cutting-edge technologies and extensive experience in serving large enterprises.
Transparent Cost Calculation for Outsourcing Services
The cost of contact center outsourcing is often the first concern for potential clients. Businesses seek high-quality service at an optimal price, which is why understanding the factors that determine the final cost is essential. At Global Bilgi, we apply a transparent pricing system, taking into account key aspects that influence efficiency and expenses.
Service Type
Pricing depends on the service format: inbound contact center for customer support, outbound for sales and calls, technical support, or consulting. Each of these options requires different levels of agent expertise, communication scripts, and technological solutions.
Required Number of Agents
We analyze the volume of inquiries and workload to determine the optimal Headcount and FTE needed to maintain high service levels without unnecessary costs.
Agent Work Schedule
Does your business require 24/7 support, or is a standard workday sufficient? The number of shifts, workload distribution, and additional expenses for night shifts or weekends all impact the overall cost.
Number of Incoming Requests or Outbound Call Volume
By assessing the projected number of contacts, we optimize resources to ensure that clients pay only for the necessary service level without overpaying.
With this detailed approach, we create a balanced and transparent pricing model, enabling businesses to efficiently manage costs while receiving a high-quality contact center on favorable terms.
Defining Key Performance Indicators (KPIs)
For an outsourced contact center to function as a reliable business tool, it is essential to establish clear key performance indicators (KPIs). These metrics help control service quality, optimize resources, and achieve business objectives.
For example, in an inbound contact center handling customer inquiries, priority is given to response speed and customer satisfaction levels. We establish realistic, measurable KPIs that reflect service efficiency, including:
- SLA (Service Level Agreement) – The percentage of calls answered within a set timeframe (e.g., 80% of inquiries within 20 seconds). Ensures prompt response from agents.
- CAR (Call Answer Rate) – The percentage of inbound calls answered by agents. A high CAR means customers receive quick assistance without the need for repeat calls.
- Abandonment Rate – The percentage of calls that customers end before being answered. A high AR may indicate overloaded lines or insufficient agent capacity.
- ACHT (Average Call Handling Time) – The average time spent on a call, including conversation, hold time, and after-call processing. Maintaining a balance between speed and quality is crucial.
- FCR (First Call Resolution) – The percentage of inquiries resolved on the first contact without follow-ups. A higher FCR improves efficiency and reduces agent workload.
- CSAT (Customer Satisfaction Score) – A customer rating of their experience after interacting with the contact center.
- NPS (Net Promoter Score) – A metric indicating customer loyalty to the company, calculated as the difference between promoters (those willing to recommend the brand) and detractors (those with a negative experience).
At Global Bilgi, we do more than just set KPIs—we continuously monitor, analyze, and refine them to ensure operational efficiency and provide exceptional service quality for our partners.
Agent Recruitment and Project Management
Professional Talent Search and Selection
Service quality heavily depends on the professionalism of the agents who communicate with customers. At Global Bilgi, we carefully select candidates based on their communication skills, stress resistance, and experience in the relevant industry. This ensures that clients receive a team that not only processes inquiries but also builds a positive customer experience.
Training and Testing: Ensuring Work Quality
Before a project launch, all contact center agents undergo mandatory training, including script learning, familiarization with the client’s product, and mastering key service standards. We test their knowledge and skills in practice, conduct role-playing scenarios and situational exercises. This guarantees high-quality service from day one.
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Assignment of Project Managers and Team Leaders
Each project is managed by experienced project managers and team leaders who monitor KPI adherence, communication quality, and team productivity. They quickly respond to changing business needs, optimize processes, and maintain constant communication with the client. This ensures effective project management and stable results.
Global Bilgi is not just a contact center outsourcing provider—it’s the confidence that your customer support operates flawlessly.
Technical Project Support: The Foundation of Stable Operations
The Role of Technology in Contact Center Operations
The technological backbone of a contact center is not just the “backend” but the foundation of efficient performance. Without proper technical setup, even the best agents and the most refined scripts will not deliver the desired results. At Global Bilgi, we provide comprehensive technical support for every project, ensuring stable connectivity, seamless CRM operation, and in-depth analytics.
Telephony Solutions
Call quality directly impacts the customer experience. We configure VoIP call centers software, integrate FMC solutions to unify mobile and landline communications when needed, and optimize call routing. This guarantees high-quality connections, minimizes delays, and allows for flexible scalability.
CRM System Configuration
Proper CRM integration enables personalized customer service. We tailor CRM systems to client needs, create automated inquiry processing workflows, and integrate them with other business systems.
Technical Number Configuration for Incoming Calls
Every project requires optimal inbound call routing. We select technical numbers, configure call routing, and integrate IVR systems to distribute inquiries among relevant departments or agents.
Report Development and Automation
Monitoring KPIs and performance effectiveness is impossible without detailed analytics. We automate real-time reporting and integrate monitoring systems. This helps in making prompt decisions and optimizing business processes.
Global Bilgi not only supports the technical aspects of a project—we also offer contact center software: the Sirius cloud platform, which seamlessly integrates into clients’ business processes, ensuring maximum efficiency.
Clear Organizational Structure: The Foundation of an Efficient Contact Center
The Global Bilgi outsourced contact center is not just a group of agents—it is a comprehensively structured system where each unit plays a role in achieving the best business results for the client. Agents, as the first line of communication, along with team leads, managers, planning specialists, reporting and monitoring experts—all elements function as a single mechanism. Add quality control, robust IT and HR departments, and you get an organizational structure where every unit complements the other, working towards success. This approach allows us to guarantee stable service and high project efficiency.
If needed, additional specialists and processes can be integrated into the project structure, such as back-office or document support specialists, an internal helpdesk, or process improvement experts.
Guarantees of a Reliable Partnership with Global Bilgi
We provide a transparent pricing system with no hidden fees or unexpected costs. Every client receives a detailed cost calculation that considers the specifics of the project, the volume of inquiries, and the required resources. This helps optimize the budget and plan expenses without the risk of exceeding financial limits.
Reporting
Our clients always have access to detailed reports covering all key performance metrics. In real time, you can monitor inquiry statistics, agent productivity, and workload levels, enabling quick strategic decision-making.
Control and Scalability
We ensure full control over operational processes, meaning that clients can oversee the contact center’s work, monitor service quality, and make adjustments as needed. Additionally, we guarantee rapid project scaling if there is a need to expand the team of agents.
Technology
The use of advanced technological solutions such as IVR, callback, autodialer software , and CRM integration enables a high level of automation and efficiency.
Conclusion
Outsourcing a contact center is a strategic decision that helps businesses optimize costs and improve customer service levels. Partnering with Global Bilgi ensures transparent pricing, high-quality service, technological support, and flexible project scalability.
With a well-organized structure, a professional team, and modern IT solutions, we manage the entire contact center cycle—from agent recruitment and technology implementation to quality control and in-depth analytics. This allows our clients to focus on business growth while leaving operational concerns in reliable hands.
We are results-driven and committed to ensuring that your customers receive top-notch service while you achieve real business growth. Want to know the cost of outsourcing a contact center for your business? Fill out the Contact Us form now, and we’ll prepare a customized commercial offer for you!
