The Global Association for Contact Center Best Practices & Networking

What does winning a medal in the Top Ranking Performers in the Contact Center Industry Awards mean to your company?
Global Bilgi is a market leader contact center in Turkey, and plays a pioneer role in developing the domestic outsourcing market. Global Bilgi’s performance in terms of business results and social responsibility projects were rewarded in numerous domestic award organizations. Global Bilgi decided to take part in international award organizations, starting in 2006, in line with its global vision and targets. First step was taking part in ECCA (European Call Center Association) awards to benchmark the company’s performance with the best practices in the EMEA region. After receiving 2nd in Best People Practice & 3rd in Best Performance Improvement in 2006, and Winner in Best People Practice in 2007, we decided to introduce Global Bilgi to a world wide award organization in 2008. The result was gratifying; Global Bilgi placed first as the the winner of world leader of Best Technology Innovation category. This award confirms our firm and simultaneous commitment to employee satisfaction and technology innovation. It also certifies the fact that Global Bilgi has the capabilities and competencies of an international player in the contact center market.

Do you believe that recognition is a great esteem builder and can help create workplace loyalty and build a sense of community? Please explain.
The call center industry in Turkey is continuously growing, presenting investment opportunities to capital owners while filling the gaps in employment. Goverment institutes are beginning to realize the significance of the call center market, not only to raise service quality of brands, but also to create new jobs for the young, growing population. Despite emerging positive perceptions, recognition of the sector among the investors, government and community at large, still remain low compared to world wide standarts.

We believe that taking part in international awards and placing first is one of the best ways to draw attention of the stakeholders to our industry. Also, Global Bilgi’s success raises the motivation levels to apply and work for Global Bilgi.

In what way do recognition from coworkers and managers differ from third party recognition or what we call peer recognition?
Recognition of coworkers & managers works as an internal reward mechanism at a more personal level. Third party & peer recognition on the other hand, awards the efforts of all employees at large. In other words, receiving recognition from an independent and international organization confirms the sucess of each and every employee, and honors it.

What makes an external award recognition program unique and more meaningful, such as the ContactCenterWorld.com Top Ranking Performers in the Contact Center Industry Awards?
External award programs are most attractive when they combine the best industry practices from all over the world. Another important criteria is the variety of categories represented. An award program that can bencmark companies in various categories encourages a wider range of companies to express their focused competencies. Industry experience of the organizators, networking opportunites, and the award programme are also important factors that make an award organization more admirable.

What impact did your pursuit for a ContactCenterWorld.com Top Ranking Performers in the Contact Center Industry Award have on your contact center?
In 2008, Global Bilgi enlarged its company vision to grow further not only in Turkey, but also in international markets. Taking part in contact center world awards underlined our commitment to be an international player, both for our employees and for the public at large. Receiving an international first prize also helps strengthen our leader position in the call center market.

Do you feel that winning an external award judged by your peers has more value than one judged by a panel of industry vendors? Please explain.
Top performance is expected to be appreciated by everyone involved in the business. On the other hand, third parties/peers have no direct business relations with candidate companies, and are therefore seen as more objective in their assessment. They also represent a wider audience, a wider range of expertise and know, judging competitors’s competencies.

How does winning a Top Ranking Performers in the Contact Center Industry Award benefit the image and status of the contact center and its staff in the eyes of shareholders, executive board members and customers?
Winning a contact center world award testified to the fact that Global Bilgi continiously improves its overall company performance, not only in terms of financial results but also operational practices. Our shareholders and executive board members were proud to have Global Bilgi’s customer service philosophy, technology and innovative spirit awarded by top international executives. Furthermore, the ward once again cofirmed that Global Bilgi was on the right track with its international expansion & growth plans.

About Global-Bilgi:
Global Bilgi, has been founded in 1999 and quickly gained the rightful position of 1CLeading Customer Relations Management Center 1D in Turkey. Utilizing the 1CIntegrated Channel Management 1D philosophy, Global Bilgi is now processing over 720 million customer contacts over phone and video call center and all contemporary self service channels annually. The company also pioneered to carry its distinct experience and service quality to neighboring countries to open 2 locations in Ukraine and 1 in Belarus, in addition to its 9 locations in Turkey. Apart from being one of the biggest investors in human resources in its region with 7500 employees, Global Bilgi is also carrying its pole position in exploiting high-end technologies and processes to provide strategic advantages to its customers in an everchanging world with everchanging consumer preferences and loyalties.