Modern company is characterized by fast technical change and increasing customer demand. This pressure is felt most strongly by IT and telecommunications companies. Rising competition and constant technological advancement demand them to not only innovate products and services, but also provide excellent customer service. This is where the demand for contact center outsourcing emerges.
Global Bilgi, an established leader in the business process outsourcing market, provides effective solutions for great customer service. Outsourcing contact centers allows IT and telecom organizations to save costs, improve operational efficiency, and improve customer service quality. Let’s take a closer look at why a contact center is so important for modern businesses and why Global Bilgi is the preferred outsourcing partner.
Why is a contact center critical for IT and telecom companies?
A contact center is critical for IT and telecom organizations because of the high level of client involvement, which necessitates ongoing support and resolution of numerous difficulties. Technical problems, updates, password resets, tariff changes, and other issues require immediate attention. A contact center allows for faster handling of these inquiries, increasing customer satisfaction and lowering the risk of customer turnover.
Furthermore, contact centers in IT and telecom industries play an important role in providing support for sophisticated technological products and services. Contact center agents’ high degree of technical understanding enables them to provide complete support, which is especially vital given the rapid evolution of technology. Without proper help, users may struggle to use the service, which can harm the company’s reputation and competitiveness.
Finally, contact centers play an important role in receiving feedback and analyzing client interactions. This is crucial for IT and telecom companies as they refine their services and technologies. Companies that receive client inquiries can better understand their target audience’s needs, adapt their products to new market demands, and apply innovations that maintain consistent growth and consumer loyalty.
Reasons to Choose Global Bilgi as Your Contact Center Outsourcing Partner
Global Bilgi is a renowned leader in the Ukrainian outsourcing contact center sector, with years of expertise and a solid reputation as a dependable partner capable of providing high-quality customer care to businesses of all sizes.
The company has competed in international industry contests, such as the European Contact Centre and Customer Service Exchange. Notably, in 2022, Global Bilgi received a silver award for a project with a Ukrainian telecom provider in the area “Best Approach to Crisis Management.”
Partner Approach
Global Bilgi is notable for its strong partnership-oriented approach to collaboration. We don’t just supply services, we work with our partners’ processes to assist them reach their business objectives. Our strategy is founded on tight collaboration, openness, and active participation in the development of the customer experience, making us a dependable partner for IT and telecom companies.
Working with us entails long-term engagement in which we constantly develop our solutions based on feedback and market data. This enables our clients to remain flexible, respond swiftly to developments, and concentrate on their primary business activities.
Tailored Solutions for Each Client
Global Bilgi recognizes that each business has distinct requirements. That is why we provide tailored solutions for each client. We thoroughly study our partners’ business operations and create contact centers that match their specific needs. This strategy provides optimal service efficiency because the solutions we offer are specifically matched to the industry and client base.
We are certain that only a personalized approach will result in high levels of client satisfaction.
Experience with IT and Telecommunications
Global Bilgi has vast expertise dealing with worldwide information technology and telecommunications firms. Our clients include major mobile operators, internet service providers, electronics manufacturers, and international delivery services through mobile applications.
Our in-depth understanding of these industries enables us to provide effective solutions that not only benefit clients but also help to the growth of our partners’ businesses. Our experience in these industries means that we understand the issues and needs of IT and telecom companies.
A Wide Range of Services
Global Bilgi offers a broad spectrum of business process outsourcing (BPO) services, providing companies with comprehensive support. For businesses in the telecommunications and information technology sectors, we can deliver the following:
- Helpdesk and service desk services
- Technical customer support
- Chat and email processing
- Social media support outsourcing
- CRM outsourcing services, and more.
Companies may consolidate all necessary customer support services into a single contact center, reducing costs and streamlining operations.
Market Research and Surveys
One of Global Bilgi’s key advantages is the ability to conduct various research and surveys for our partners. We offer:
- Telephone surveys (CATI)
- Marketing research
- Customer satisfaction surveys (NPS, CSAT, CES, etc.)
- Market analysis.
These studies help our clients better understand their consumers’ needs, leading to increased loyalty and enhanced customer experience.
Proprietary Contact Center Software
Sirius, our cloud platform for contact centers, is an innovative solution that allows you to organize remote contact centers of any size. The solution is entirely compatible with current trends in remote and hybrid work models, offering exceptional flexibility and security. Sirius enables flexible scalability of contact centers while retaining efficiency and quality control, which is especially important for IT and telecom firms working in volatile markets.
In addition, we have developed successful business process automation solutions such as RPA, workforce management software (WFM) for operator shift management, and recruiting software to streamline hiring processes.
Robust HR Department
Global Bilgi ensures that personnel recruitment and training meet high standards. Our human resources department efficiently manages thousands of contact center agent vacancies by working closely with prominent Ukrainian colleges and specialized job-seeking groups. We identify the most eligible individuals based on each partner’s specific consumer base. We organize agent training to guarantee that they fully comprehend our clients’ products and services.
Each project is assigned a structured team that includes project managers, team leaders, agents, and quality control specialists. This approach ensures that our clients can rely on Global Bilgi to provide stability and high-quality service.
Conclusion
Global Bilgi is a dependable partner for IT and telecoms industries, providing customized solutions based on individual company requirements. With years of experience, a diverse range of services, and cutting-edge technologies, we assist businesses in providing high-quality customer assistance, increasing loyalty, and efficiently adapting to dynamic market developments.
Global Bilgi provides a complete approach, a strong team of professionals, and flexible remote work technology. We not only provide assistance, but also engage in collaborative efforts to ensure your company’s long-term viability.
If your organization is in IT or telecoms and requires a reliable contact center outsourcing partner, please fill out the feedback form and we will contact you at your convenience!
