{"id":5283,"date":"2025-11-25T13:11:17","date_gmt":"2025-11-25T13:11:17","guid":{"rendered":"https:\/\/blog.globalbilgi.com.ua\/?p=5283"},"modified":"2025-11-25T13:46:31","modified_gmt":"2025-11-25T13:46:31","slug":"where-the-contact-center-industry-is-headed-denis-shvechykhins-view","status":"publish","type":"post","link":"https:\/\/blog.globalbilgi.com.ua\/en\/where-the-contact-center-industry-is-headed-denis-shvechykhins-view\/","title":{"rendered":"Where the Contact Center Industry Is Headed: Denis Shvechykhin\u2019s View"},"content":{"rendered":"

More than fifteen years at Global Bilgi \u2014 from chief financial officer to company head. Over that time Denis Shvechykhin has watched the market shift, business demand evolve, and learned what truly matters to clients. In this interview he talks about his journey and shares his perspective on the future of contact center outsourcing<\/a> in Ukraine.<\/p>\n

Denis, tell us about your path at Global Bilgi. How has your view of contact center outsourcing changed over time?<\/strong><\/h4>\n

\u201cGlobal Bilgi was founded in 2008 as a professional outsourcing contact center. The main shareholder was Turkcell, a Turkish telecom giant. Back then I was working at an audit firm, and after the 2008 crisis it became clear many foreign businesses were leaving Ukraine. I realized it was time to look for new opportunities. I applied for a CFO or chief accountant role at the newly formed company, passed the interview, was invited to Istanbul to meet the CEO, and received an offer there.<\/em><\/p>\n

Until 2023 I served as Global Bilgi\u2019s CFO. Finance is a fairly conservative function, so for a long time my view of the business stayed within those boundaries. Over 15 years in finance I hardly felt radical change. Everything shifted when the previous company director moved on and I applied for the vacant role.<\/em><\/p>\n

As CEO I started seeing the company not as a finance lead but as a manager responsible for all processes. That\u2019s when I really felt the scale of transformation in the industry: automation, omnichannel, AI integration \u2014 the changes are massive and accelerating. In finance you work within stable frameworks, but in contact center operations everything is moving fast. It\u2019s a whole new level of business development, and I\u2019m glad to be part of it.\u201d<\/em><\/p>\n

It\u2019s been more than a year since Global Bilgi became part of DVL Telecom. Tell us about Global Bilgi\u2019s role within the united group and about your current responsibilities there.<\/h4>\n

\u201cWithin the united group of companies, I lead Global Bilgi as a separate legal entity. But beyond that, I actually oversee all outsourced contact center operations across the entire DVL Group, including a major project for one of Ukraine\u2019s leading banks. So, you could say my workload has expanded: in addition to managing Global Bilgi\u2019s own contact center, I\u2019m responsible for the outsourcing contact centers of the whole group.<\/em><\/p>\n

As for our place within DVL Group, everything is quite straightforward. Global Bilgi was originally created as a professional outsourcing contact center, and from day one we implemented top international best practices. Today, this expertise has become a real asset for the united group. We\u2019re now sharing our standards, processes, and service models with colleagues across all DVL contact centers, and they\u2019re gradually aligning their operations with our approach.<\/em><\/p>\n

Being part of the group also gives us access to a broader talent pool and allows us to share resources between projects. For example, if one of the group\u2019s contact centers needs to quickly scale up for a seasonal peak, we can reassign agents or launch joint recruitment efforts almost instantly. This creates a level of flexibility that\u2019s difficult to achieve when working independently. In essence, the integration allowed us to preserve Global Bilgi\u2019s expertise while gaining the resources needed for more ambitious projects.<\/em><\/p>\n

Independent audits confirm that our quality standards are among the highest, and this is exactly the expertise we are now scaling across the entire group.\u201d<\/em><\/p>\n

You might also like:<\/strong> 10 Questions for Yuliia Petrochenko, Head of Global Bilgi\u2019s Operations Department<\/em><\/a><\/p>\n

What, in your view, is the biggest value for a company when partnering with an outsourced contact center?<\/strong><\/h4>\n

\u201cFrom a business standpoint, the most valuable thing is having consistent, high-quality, fast communication with customers. And that\u2019s exactly where an outsourced contact center becomes a true bridge between the company and its audience. Very often a business simply doesn\u2019t have the time or internal resources to fully manage its own contact center. There are strategic goals, product development, market challenges \u2014 and Customer Care is a discipline of its own that requires focus and expertise.<\/em><\/p>\n

We take that part off their plate. For the client, this means stable service quality, clear analytics, and predictable performance metrics. Plus \u2014 cost optimization. The business no longer needs to invest in equipment, workstations, or contact-center software. We already have a full infrastructure in place, including our own IT solutions for contact centers, and we can adapt quickly to any scaling needs or new processes.<\/em><\/p>\n

Essentially, a company gets a ready-to-run, technologically mature team that focuses entirely on customer service \u2014 helping improve service quality without extra operational effort or unnecessary costs.\u201d<\/em><\/p>\n

You spent many years as a CFO. From a financial perspective, why is outsourcing a contact center more cost-effective for businesses?<\/strong><\/h4>\n

\u201cOutsourcing helps companies eliminate a huge number of hidden costs that are often overlooked. Running an in-house contact center isn\u2019t just about paying agents. It\u2019s office rent, recruitment, training, onboarding, employee motivation, investments in hardware, IT infrastructure, licenses, service contracts, and the constant updates required to keep your software running smoothly.<\/em><\/p>\n

On top of that, there\u2019s turnover and in our industry it can reach 20% or more <\/em>per month<\/em>. That means nonstop hiring, training, onboarding, and a lot of manager time. As a result, the contact center gradually starts pulling resources away from the core business.<\/em><\/p>\n

We take all of that on ourselves. The company gets a fully equipped team, a full technical infrastructure, and predictable service costs. So as a finance person, I\u2019ll put it simply: outsourcing isn\u2019t something to debate \u2014 it\u2019s something to calculate.\u201d<\/em><\/p>\n

Can you share a commercial project where outsourcing a contact center delivered a truly tangible result for the client?<\/strong><\/h4>\n

\u201cOne of the most illustrative recent cases comes from last year. One of our partners sent an official letter of appreciation to the Global Bilgi team for the exceptional quality of service we delivered. Their key metrics \u2014 Answer Rate, Service Level, and Average Speed of Answer<\/a> \u2014 all improved significantly once we took over their customer support. The results made such a strong impression that we were invited to join a competitive tender, which we ultimately won. This led to an expansion of our collaboration.<\/em><\/p>\n

I can\u2019t disclose specific brand names, unfortunately, but I can say this: many companies continue to scale their partnership with us precisely because the outcomes speak for themselves. We don\u2019t just manage inbound support. We also run outbound campaigns, conduct service audits, handle recruiting and training, and even develop custom software for our clients\u2019 contact centers.<\/em><\/p>\n

This gives our partners a wide range of benefits: cost optimization, improved service quality, and measurable growth in key performance indicators, including conversions.\u201d<\/em><\/p>\n

Recommended reading:<\/strong> Adapting Contact Center Software to Client Needs: The Toyota-Ukraine Case<\/em><\/a><\/p>\n

Which projects best demonstrate Global Bilgi\u2019s ability to scale teams quickly and adapt to clients\u2019 needs?<\/strong><\/h4>\n

\u201cSpeed and adaptability are absolutely crucial for any outsourcing contact center, and we have plenty of cases that prove our expertise in this area. One of the most illustrative examples is a project where the client decided to completely redesign their service model<\/em>,<\/em> shifting from multiskilled operators to a segmented customer support structure. Within just a few weeks, we retrained the entire team, updated the workflows, and transitioned all operators to a new software platform.<\/em><\/p>\n

If we talk about flexibility on a broader level, we can\u2019t ignore the transition to remote work. As early as the beginning of 2020, we saw that this shift was inevitable and started preparing in advance. What\u2019s important is that we proactively communicated with all our partners, clearly explaining how we would secure data and maintain service quality. At that time, many doubted it was possible to move to a remote model quickly and without disruptions. But we invested in VDI licenses, built the necessary infrastructure<\/em>, <\/em>and the transition went almost seamlessly.<\/em><\/p>\n

Today, most of our operators work remotely, fully compliant with all security requirements while delivering consistently high-quality service. It\u2019s a strong example of how Global Bilgi doesn\u2019t just react to new challenges, but responds proactively and effectively.\u201d<\/em><\/p>\n

And finally<\/strong>:<\/strong> what personally motivates you to continue developing the contact center outsourcing direction?<\/strong><\/h4>\n

\u201cSeveral things motivate me. First, I\u2019m genuinely interested in how this industry will evolve in the coming years. We\u2019re seeing a talent outflow from the country, and naturally the question arises: can technology \u2014 especially AI-driven solutions \u2014 partially or fully take over the functions of contact center agents? It\u2019s a big challenge, and I want to be at the heart of that transformation.<\/em><\/p>\n

Second, I\u2019m motivated by our team. Both the young professionals who joined us in recent years and the people who\u2019ve been with Global Bilgi through many stages of our journey. They bring energy, stability, and confidence that we can accomplish even more.<\/em><\/p>\n

And finally, I\u2019m driven by the desire to see our business not just survive difficult times, but grow and scale. Yes, it\u2019s a complicated period for Ukraine, but I believe we can overcome these challenges and strengthen the position of the BPO industry as a whole.\u201d<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

More than fifteen years at Global Bilgi \u2014 from chief…<\/p>\n","protected":false},"author":7,"featured_media":5284,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[33],"tags":[],"class_list":["post-5283","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-experience"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/posts\/5283","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/comments?post=5283"}],"version-history":[{"count":3,"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/posts\/5283\/revisions"}],"predecessor-version":[{"id":5288,"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/posts\/5283\/revisions\/5288"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/media\/5284"}],"wp:attachment":[{"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/media?parent=5283"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/categories?post=5283"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.globalbilgi.com.ua\/en\/wp-json\/wp\/v2\/tags?post=5283"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}