Global Bilgi

BACKGROUND

Introduce your business and what you do there.

I'm a chief commercial officer at a telecom services provider based in Ukraine.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Global Bilgi?

They provided call center services to us.

SOLUTION

What was the scope of their involvement?

They had their own scripts and communicate with a wide range of clients. Essentially, they were our outsourced call center. They provided support for us 24/7.

What is the team composition?

We worked directly with a project manager.

How did you come to work with  Global Bilgi?

We have a selection process for our service providers, and they participated in one of our processes. At the end of our considerations, they were selected as the best among the service providers that participated.

How much have you invested in them?

Annually, we spent about 10 million hryvnias (approximately $360,000 USD).

What is the status of this engagement?

We started working with them in March 2016 and finished in February 2019.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They were a very professional partner. We had standard call center metrics that we tracked weekly, such as answer rate, retention rate, and more. They provided us with good results.

How did Global Bilgi perform from a project management standpoint?

We used to communicate with them daily via Skype or phone calls. We also had monthly presentations and meetings.

What did you find most impressive about them?

They're very professional and were good at meeting KPIs.

Are there any areas they could improve?

Their prices are higher than their competitors, although they really do their job.

BACKGROUND

Introduce your business and what you do there.

We are LifeCell, one of the three biggest telecom operators in Ukraine. At 16 years old, our company is the youngest and most ambitious among competitors. We have 1,000 employees and operate in all the regions of the country, providing 2G, 3G, and 4G for customers’ mobile communication. 

I am responsible for general management and my division oversees all B2C channels, from exclusive shops to retail market distribution. I am in charge of sales, acquisitions, and revenue growth.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Global Bilgi?

We are a big company so we constantly have new services which we do not have internal tools for. We outsource business processes from beginning to end so that we don’t have to expand our staff and premises or cultivate everything from scratch. 

Global Bilgi has been helping us through the whole customer cycle, from the moment an issue or opportunity arises to the moment where they can provide service and finalize a request.

SOLUTION

What was the scope of their involvement?

We have been outsourcing many processes to Global Bilgi, but the biggest one is telesales and cross-sales. Their team covers field sales, phone sales, and customer service. They handle incoming calls, but about 70% of their workload is on business processes.

In Ukraine, there is a legislation that makes it difficult to reach out to non-customers and customers of other networks, so we simply set targets that we push to achieve. These can be revenue targets, number of sales, or the frequency of upselling and cross-selling, which motivates and reinvigorates our relationship with customers. 

What is the team composition?

I’ve worked with 5–7 product managers who dedicate resources to every new project that we open and make sure that our activities don’t overlap. Depending on what we’re working on, we can shift from 10–400 people.

How did you come to work with Global Bilgi?

We chose to partner with them because they could deliver the best possible service for us and are fully supportive and transparent. During the bidding process, other companies simply asked for our KPIs and took our money but did not get back to us or asked us to visit their office and meet their team. 

What is the status of this engagement?

We’ve been working with Global Bilgi for 12 years now, since around September 2009. Our partnership is ongoing and they are expanding their portfolio of services. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Despite external circumstances, Global Bilgi has shown stable and steadily growing results in all directions. They are a company that rapidly adopts innovations, which is important for the booming market in Ukraine. They can use classic processes but are fully ready to adapt to different changes. 

The team meets all of our targets. Last year alone, even everybody was working remotely and couldn’t touch base with our customers directly, they still exceeded our chief revenue target by 20%. They have even grown our customer base by 7%.

How did Global Bilgi perform from a project management standpoint?

Global Bilgi meets the deadlines. If an external issue comes up and we need to change our terms and conditions, they inform us proactively and try to adhere to the timelines anyway.

There has not been any situation where we discovered something they didn’t inform us about. Whether it’s positive or negative, their team lets us know. Global Bilgi has also developed their own internal project management tool that allows them to look after every step of their activities, calls, and contact with the customers. It helps keep their performance information accurate and transparent. We use Microsoft tools, but we mostly rely on the team’s internal tools.

What did you find most impressive about them?

Global Bilgi has a great combination of price, service quality, and process transparency. These three main pillars are what helps us meet our targets.

Are there any areas they could improve?

There is nothing for them to improve on. Their senior strategist always welcomes any suggestions we may have and we regularly try to improve our remote work arrangements. They always stay on the right track.

Do you have any advice for potential customers?

Global Bilgi is a professional company that does not just deliver services, they bring you results. Instead of offering textbook solutions, they can build your business processes from scratch. 

BACKGROUND

Please describe your company and your position there.

I am CRM manager responsible for external communication with consumers

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Global Bilgi, and what were your goals??

Creating from scratch processes for customer support with best in class servicw

SOLUTION

How did you select this vendor and what were the deciding factors?

1. dedicated person for each process
2. ready BP
3. Full-stack developers
4. reputation

Describe the project in detail and walk through their service package, including any calling tools used.

Full careline service provided

Who did you work with and what was the feedback process like?

Wit general manager, operational manager and project manager. Great support recieves

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

more than 1 mln managed calls NPS - 70%

Describe their project management style, including communication tools and timeliness.

All touchpoint available, 24/7

What did you find most impressive or unique about this company?

We like that they have a business-oriented approach.

Are there any areas for improvement or something they could have done differently?

Agility, development of new features