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 development strategy, aimed to deepen integration into the client’s business processes and improve service quality for end consumers.
Two Days Immersed in the Client’s Business
On the first day, the Global Bilgi team visited BAT Ukraine’s production site in the city of Pryluky. Participants had the opportunity to observe the full production cycle — from raw material processing to final packaging. The visit concluded with a themed lecture on product composition and specifications.
The second day included a visit to BAT Ukraine’s Kyiv office. During this meeting, the Global Bilgi and BAT Ukraine teams exchanged experiences and discussed future collaboration prospects, including plans for launching new products and services in the near future.
Deeper Understanding — Higher-Quality Service
Since Global Bilgi’s carelines handle daily consumer inquiries about BAT Ukraine’s products, gaining insight into the production process and product features enhances the team’s ability to provide more meaningful and accurate communication. Thanks to firsthand experience, careline agents will better understand consumer questions and the context behind their requests.
Focus on Innovation
Special attention during the visit was given to modern nicotine consumption methods — particularly tobacco heating products. As this is one of the key directions in the transformation of the tobacco industry, careline agents must be well-versed in product specifications to effectively deliver accurate information to adult consumers across all of the client’s communication channels.
A New Training Program for Agents
Following the visit, the Global Bilgi team plans to develop a specialized training program for careline agents involved in the BAT Ukraine project. The goal is to deepen their understanding of the client’s product portfolio, corporate standards, and production stages, ensuring more informative and valuable communication with BAT Ukraine’s consumers.
Partnership Context: Full Contact Center Service
Global Bilgi provides BAT Ukraine with a full range of outsourced contact center services, including:
- Careline Inbound — a hotline for responding to customer inquiries;
- Outbound — outbound calls for conducting surveys;
- B2B Line — a dedicated line for providing information to partners and distributors;
- Administration of the o`go Club Program — oversight, verification, and point allocation in accordance with the loyalty program rules.
As part of the BAT Ukraine project, a team of approximately 30 agents communicates daily with customers via phone, messengers, and social media. Their role is not only to answer questions but also to create a positive brand experience.
