{"id":5136,"date":"2025-07-21T12:47:07","date_gmt":"2025-07-21T12:47:07","guid":{"rendered":"https:\/\/blog.globalbilgi.com.ua\/?p=5136"},"modified":"2025-07-24T08:39:08","modified_gmt":"2025-07-24T08:39:08","slug":"global-bilgi-visits-bat-ukraines-production-facility-and-office-a-two-day-trip-to-enhance-customer-service","status":"publish","type":"post","link":"https:\/\/blog.globalbilgi.com.ua\/en\/global-bilgi-visits-bat-ukraines-production-facility-and-office-a-two-day-trip-to-enhance-customer-service\/","title":{"rendered":"Global Bilgi Visits BAT Ukraine\u2019s Production Facility and Office \u2014 A Two-Day Trip to Enhance Customer Service"},"content":{"rendered":"

Kyiv, May 2025<\/strong><\/p>\n

The team of LLC Global Bilgi \u2014 including project managers, team leaders, careline representatives, and First-Call Assistants \u2014 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\u2019s business processes and improve service quality for end consumers.<\/p>\n

\"Global<\/p>\n

Two Days Immersed in the Client\u2019s Business<\/h2>\n

On the first day, the Global Bilgi team visited BAT Ukraine\u2019s production site in the city of Pryluky. Participants had the opportunity to observe the full production cycle \u2014 from raw material processing to final packaging. The visit concluded with a themed lecture on product composition and specifications.<\/p>\n

The second day included a visit to BAT Ukraine\u2019s 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.<\/p>\n

Deeper Understanding \u2014 Higher-Quality Service<\/h3>\n

Since Global Bilgi\u2019s carelines handle daily consumer inquiries about BAT Ukraine\u2019s products, gaining insight into the production process and product features enhances the team\u2019s 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.<\/p>\n

Focus on Innovation<\/h3>\n

Special attention during the visit was given to modern nicotine consumption methods \u2014 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\u2019s communication channels.<\/p>\n

A New Training Program for Agents<\/h3>\n

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\u2019s product portfolio, corporate standards, and production stages, ensuring more informative and valuable communication with BAT Ukraine\u2019s consumers.<\/p>\n

Partnership Context: Full Contact Center Service<\/h3>\n

Global Bilgi provides BAT Ukraine with a full range of outsourced contact center services<\/a>, including:<\/p>\n