The Exchange 2023 – Global Bilgi: Crisis management in unprecedented times

Hear this inspiring story of how a Ukrainian outsourcer worked with one of their clients, Lifecell (the third largest Ukrainian mobile operator), to maintain service to customers, often from the shelters and with frequent power outages. Discover how they handled increased contacts, agents’ absenteeism, and the changing type of inquiries, while their workers faced their own personal challenges, both physically and mentally. They also shared how they are embedding their lessons learned and how they are managing the continuing situation.

Silver: Best Crisis Management Approach

To hear from other award-winning projects and teams of those that won at the European Contact Centre & Customer Service Awards 2022, please click here.