In recent years, the landscape of business process outsourcing has undergone significant transformations. Globalization, technological advancements, and evolving business models have contributed to the rising popularity of delegating specific business functions to external providers. Among the most sought-after services in this context is contact center outsourcing, which allows companies not only to reduce costs but also to ensure a high quality of customer service.
Ukraine has emerged as a major player in the global outsourcing market, offering an advantageous balance between cost and quality. With a pool of highly skilled professionals, multilingual capabilities, and modern infrastructure, Ukrainian contact centers have become an ideal choice for businesses across various industries. This article highlights five key reasons why outsourcing your contact center to Ukraine is a smart and cost-effective solution for your business.
1. High-Quality Customer Service
While cost-effectiveness remains a decisive factor, global companies increasingly prioritize quality, expertise, and seamless customer interactions. The quality of service in a contact center is a critical indicator of its performance, measured by several key metrics. These include CSAT (Customer Satisfaction Score), which assesses customer satisfaction levels; NPS (Net Promoter Score), which gauges customers’ willingness to recommend a company; and FCR (First Call Resolution), which reflects the ability of agents to resolve issues during the first interaction. These metrics directly influence customer experience: prompt, accurate, and professional service fosters trust in the brand and enhances customer loyalty.
Ukraine possesses all the prerequisites for delivering high-quality service in contact centers. The country’s modern educational standards contribute to developing professionals with strong analytical skills, excellent communication culture, and critical thinking capabilities. Furthermore, the younger generation demonstrates a high proficiency in English, enabling seamless interaction with international clients.
Technological advancements in Ukraine also play a pivotal role. The IT sector accounts for approximately 5% of the country’s GDP and ranks second in terms of export volume. This allows Ukrainian contact centers to integrate cutting-edge digital solutions into their operations, such as cloud platforms, automated ticketing systems, omnichannel communication tools, and real-time analytics. The combination of human resources, technological innovations, and multilingual capabilities provides Ukrainian contact centers with a unique competitive edge in the global market.
2. Cost of Contact Center Outsourcing
Outsourcing contact centers in Ukraine has become an economically advantageous solution for international companies compared to maintaining in-house contact centers. The primary reason lies in significantly lower labor costs in Ukraine. For instance, the average salary of a contact center agent in Ukraine ranges from 13,000 to 18,000 UAH (approximately $350–500 USD), depending on the region and qualification level. In comparison, in the United Kingdom, the average income of an agent is around £2,000 GBP ($2,400–2,500 USD), which is several times higher. This wage gap enables businesses to reduce personnel expenses without compromising the quality of services.
Additionally, Ukraine boasts a well-developed infrastructure for contact centers, including access to modern IT equipment and cloud platforms. The growth of the IT sector supports the delivery of high-quality technical services at moderate costs. This makes Ukrainian contact centers not only cost-effective but also technologically equipped to serve clients from various countries.
Cost reduction extends beyond wages. Recruiting, training agents, acquiring equipment, licensing software, and organizing office space all require significant investment. Outsourcing eliminates these expenses, as all necessary resources and infrastructure are provided by the outsourcing company. This comprehensive approach allows businesses to focus on their core activities while benefiting from professional, high-quality customer service.
3. Scalability and Flexibility as Advantages of Outsourcing in Ukraine
Ukrainian contact centers demonstrate exceptional adaptability during peak workload periods, which is particularly valuable for businesses running large-scale seasonal or marketing campaigns. Using omnichannel solutions, agents can interact with customers through various communication channels, including phone, email, messengers, and social media. This not only ensures convenience for customers but also allows for an even distribution of inquiries. Moreover, the integration of automation tools, such as AI-driven chatbots, reduces workload on agents, enabling quick responses during peak times, such as holidays or sales events.
A prime example of this adaptability is the collaboration of Ukrainian contact centers with airlines. In this sector, the speed of query resolution is critical, especially during vacation seasons. Outsourcing companies in Ukraine not only offer multilingual support, including English, but also adhere to international standards such as SLA (Service Level Agreement) and AHT (Average Handling Time), which regulate response times and the efficiency of issue resolution.
Thanks to the ability to rapidly scale up agent teams or deploy additional technological solutions, Ukrainian contact centers provide reliable support for industries requiring high-quality service under dynamic conditions. This flexibility ensures that partners like airlines can maintain excellent customer service even during the most demanding periods.
4. Technological Innovations
The growth of Ukraine’s IT sector has already been noted, and Ukrainian software development enjoys a strong global reputation. This includes software solutions for contact centers. For instance, Global Bilgi has an in-house IT department whose experts have developed the cloud-based contact center platform Sirius, which rivals leading global solutions in terms of cost-effectiveness and functionality.
The Sirius cloud platform offers numerous advantages for businesses. It features an intuitive, multilingual interface, making it user-friendly for teams from different countries. Its built-in CRM system allows centralized storage of customer data and facilitates seamless customer interactions. With its omnichannel capabilities, Sirius consolidates popular communication channels—VoIP telephony, live chats, messengers, and email—into a single solution. The platform includes a multi-mode automated dialer for efficient outbound queries, along with inbound and outbound IVR tools to optimize contact center operations.
Sirius also supports service quality evaluation with an integrated analytics system, providing detailed real-time statistics across 169 KPIs. Furthermore, it offers deployment flexibility, available as a cloud-based CCaaS (Contact Center as a Service) or an on-premise solution hosted on the client’s local servers.
Ukrainian software, like the Sirius platform, enhances the global appeal of Ukrainian contact centers by offering cutting-edge tools to improve operational efficiency. This makes Ukraine an attractive outsourcing destination for international businesses seeking innovative and reliable solutions.
5. Favorable Legislation
Favorable legislation is another strong argument for choosing Ukraine as a location for contact center outsourcing. The country’s laws in telecommunications and personal data processing are being updated to align with European standards, creating a stable and predictable business environment.
Ukraine’s investment appeal for global business giants is demonstrated by recent large-scale deals. For example, the acquisition of Ukrainian companies such as Datagroup, Volia, lifecell, and UkrTower by the French holding NJJ highlights the growing interest of foreign investors in the Ukrainian market. This transaction underscores confidence in Ukraine’s economy and its potential for further development.
Ukrainian companies providing contact center outsourcing services comply with international quality standards such as ISO 27001 and GDPR. This means they implement modern quality management systems, ensure the confidentiality of clients’ personal data, and adhere to the requirements of international regulatory bodies. Such compliance adds a layer of trust for foreign clients looking to delegate customer service operations to Ukrainian contact centers.
Advantages of Contact Center Outsourcing in Ukraine: Key Takeaways
Contact center outsourcing in Ukraine offers businesses several significant advantages:
Economic Benefits: Lower labor costs, no need for infrastructure investments, and resource scalability enable companies to optimize expenses.
Skilled Workforce: Ukraine boasts a large pool of highly qualified, multilingual professionals capable of providing excellent customer service to clients across different regions of the world.
Strategic Location and IT Infrastructure: Ukraine’s favorable geographic position, advanced IT infrastructure, and high education levels make it an attractive outsourcing destination.
Evolving Legal Framework: Progress in business legislation creates transparent conditions for contact center operations. Ukrainian laws are adapted to modern challenges, and new initiatives promote the integration of innovative technologies, simplify service import/export, and protect investors’ interests.
These factors position Ukraine among the leading countries for contact center outsourcing in Europe and globally.
