Globalbilgi (Turkey)

Services & Capabilities

Global Bilgi organises its offer into three families: contact centre services, technology support services and digital technologies. The three do not share a cost base or a buyer, so they are best read as separate businesses under one brand.

• Contact centre services: The company says it offers comprehensive and uninterrupted communication services via multiple channels such as phone, chat and social media. The line covers customer services, back office, sales and collections. Back office work picks up customer requests that cannot be met during initial contact, and collections run from early-stage to late-stage receivables. This is the core of the business and the source of most of its headcount.
• Telix: A distinct sales line that the company describes as a new sales model that replaces costly and time-consuming customer visits. It is the remote-selling model behind the Coca-Cola Beverages case described in the next section.
• Technology support services: This family covers IT help desk, software testing, remote and on-site support, white-space and building management, and IT consultancy. The company reports that in the first half of the year it provided IT help desk services to 324,938 users and resolved 192,614 issues remotely. It also says it offers end-to-end software testing powered by a 230-member expert team.
• Digital technologies: The company says it is accelerating digital transformation with AI technology, RPA, chatbot, cloud contact centre and voice analytics products. The catalogue includes the Tellia AI agent, a social media management platform, video call centre, voice technologies, a customer management platform and an AI-based quality system.

Longer tail: Outsource Accelerator's directory profile lists further services that do not appear as separate lines on the corporate site, including a digital assistant, home agent, enterprise content management and speech-to-text analysis. The home agent entry matters because it shows a work-from-home delivery option alongside the site network.

Mix and specialisation: The IT help desk and software testing figures are unusual for a contact centre outsourcer. They show a technical services business of real size inside the group, which gives Global Bilgi a route into IT budgets that pure customer experience rivals lack. The 230-member testing team is the clearest specialist asset: it is a defined capability with a stated size, rather than a marketing category. By contrast, voice, chat and collections are commodity services in a crowded Turkish market, where differentiation rests on scale, Turkish-language depth and the Turkcell connection.

Commercial terms: No rate card is published. The directory profile notes that the company does not list specific prices on its website and directs buyers to a contact form. Because the three service families are priced on different units (seats or hours, tickets, and licences), buyers should request and compare quotes for each separately rather than as a blended rate.

What to test: The help desk and testing figures are company-reported operating numbers, not audited measures. They are specific enough to test in a pilot: resolution rates, remote fix rates and test coverage can all be written into a statement of work.

Client Base & Market Position

Global Bilgi names few clients in text, but the two it does name come with measured outcomes, which makes them useful reference points for buyers.

Coca-Cola Beverages (CCI): Coca-Cola Beverages (CCI) and Turkcell Global Bilgi won the grand prize at the International CX Awards 2022, taking gold in the Best B2B CX category for a programme called Telsell. Telsell connects with small retailers through Global Bilgi's call centres, video conferencing, instant messaging and robotic process automation. The programme began in 2015 with two customer representatives serving 600 clients and grew to a team of 50 representatives supporting 23,000 customers. The company says 9 RPA scenarios saved 7,000 hours a year in business processes within that project. The case shows Global Bilgi running a revenue-generating remote sales channel for a consumer goods brand, not only a service desk, and growing it over several years.

LC Waikiki: LC Waikiki, a retailer operating in 60 countries, won first place in the Best Use of Customer Feedback category at the International Customer Experience Awards (ICXA) 2024 for a project supported by Turkcell Global Bilgi that used video conferencing and artificial intelligence in product experience. The release reports that 2,761 customer product suggestion and opinion videos were prepared, 1,555 pieces of AI analysis content were produced, improvements were made to 917 products, and customer satisfaction scores rose from 3.62 to 4.48. This is closer to product research than to customer service, and it shows the company selling insight work built on its contact channels.

Verticals: The company lists finance, insurance, e-commerce, retail, transport, fast-moving consumer goods, aviation, automotive, technology, energy and the public sector among the sectors it serves. Both named cases sit in retail and consumer goods. The client logo wall on the site is image-only, so the names behind the other sectors could not be confirmed in text.

Client count and concentration: The company says it serves more than 100 corporate clients across 12 different industries, while Turkcell's figure of 70+ companies includes Turkcell itself. A current job posting for network complaint management points to telecom work, consistent with the parent remaining a material client. No revenue split between Turkcell and outside clients was found, so concentration on the parent cannot be measured.

Market standing: Global Bilgi placed first in the Türkiye-based Producer / Call Center category of the Informatics 500 research by BT Haber, a study that ranks the top 500 companies in the Turkish IT sector in terms of turnover. The August 2025 release says it took the top spot for the 14th time, in the 26th edition of the study, while the home page says the company ranked first in the Call Center Services category for the 15th time. Either way, it has led its domestic category by turnover for well over a decade. Its awards page adds World's Best Customer Experience and World's Best Use of Customer Feedback from the International Customer Experience Awards and World's Best Customer Experience Center from Contact Center World.

Competitive position: In Türkiye it competes for large contact centre programmes with other domestic operators and with the Turkish units of international groups. Its advantages there are scale, the Turkcell relationship and Turkish data residency; outside Türkiye its brand is far less established.

Delivery Infrastructure & Operations

Global Bilgi's delivery estate is overwhelmingly Turkish, with a small presence abroad, and its published site count has moved over time.

Footprint: The company's locations page describes 15,000 employees across 20 locations and names cities from Edirne and İstanbul in the west to Diyarbakır, Siirt, Bitlis and Bingöl in the south-east, along with Bucharest and Baku. That spread takes hiring well beyond İstanbul into regional labour markets across the country, while the two foreign cities give limited capacity outside Türkiye. Platform records place the headquarters in Istanbul.

Drifting site counts: The October 2024 release described around 16,000 employees across 15 locations in Türkiye, the August 2025 release described over 15,000 employees across 13 locations, and the locations page now gives 20. The figures may count different things (Turkish sites only, all sites, offices plus centres), but no source reconciles them. Buyers should ask for a current site list with seat counts.

Ukraine: The directory profile still describes 17.000 employees in 25 experience centers, 19 in Turkey and 6 in Ukraine. That picture is out of date. Turkcell's annual report, a group-level filing, records that the group's Ukrainian businesses, including LLC Global Bilgi, were transferred to DVL Telecom, an NJJ Holding group company. The Ukrainian centres are therefore no longer part of the estate, and older references to them should be discounted.

Current hiring: Platform records show 10 open jobs and a hiring velocity of Low. In October 2026 the company advertised a call centre customer consultant role in Bursa, an Asterisk and VoIP systems engineer role in İstanbul and a part-time platform tester role reserved for disabled candidates. In September 2026 it advertised call centre team leader roles in Diyarbakır, a customer consultant role in İzmir, a senior virtualisation systems engineer in İstanbul, and a specialist in radio frequency optimisation and network complaint management. The mix confirms two things: frontline hiring continues across regional sites, and the technology side is hiring engineers for its own telephony and infrastructure. The network complaint role points to telecom operations work, consistent with the Turkcell relationship.

Continuity and certification: Turkcell's annual report says the group's business continuity management system covers the critical products and services of Turkcell, Global Bilgi and other group companies under a single framework and has been independently audited and certified. That is a group-level certificate, so the sites and scope covering Global Bilgi's own centres should be confirmed directly. The company's awards page also states that it is the world's first and only company with ISO 22320 certification from DQS, an emergency management standard, and it lists an award for disaster response and recovery performance; no certificate number, scope or audit date was found.

Information security: The same group report lists the subsidiaries that base information security management on the main international information-security standard, and Global Bilgi is not named among them. That does not establish that it lacks such a certificate, but buyers handling banking, insurance or health data should request the information-security certificate and its site scope before contract.

Languages: The company presents multilingual delivery, but no sentence-level source for its language count was found; buyers should confirm coverage per language.

Ownership, Financials & Scale

Global Bilgi is a Turkcell group company, and its finances are reported only inside the group's accounts.

Ownership: Turkcell lists Global Bilgi Pazarlama Danışmanlık ve Çağrı Servisi Hizmetleri A.Ş. among its subsidiaries and affiliated companies in Turkey. The directory profile describes it as established in 1999 as a Turkcell Group company. Turkcell's annual report lists it as a wholly owned subsidiary in its table of group companies. Ownership therefore sits entirely with the parent: capital allocation, risk appetite and any decision to sell or merge the business are Turkcell's. The platform's ownership entry should be read in that light, since it describes a stand-alone private company rather than a subsidiary.

What the parent brings: Turkcell ownership gives Global Bilgi a large anchor client, a recognisable brand in Türkiye and access to group infrastructure, including the data centres that its Tellia AI agent relies on for keeping data in the country. The trade-off is that its strategy is set inside a telecom group whose priorities may not match those of outside clients, and its independence in pricing and investment is limited.

Revenue: No standalone revenue figure for Global Bilgi is published. Turkcell's annual report consolidates call centre services provided to group companies inside its Turkcell Türkiye segment, and reports non-group call centre revenues inside its Other segment, together with international and energy business. Because those segments mix Global Bilgi with other activities, the group filing cannot be used to size the company. Revenue estimates in the directory and on the platform are far too small for a business of this headcount and were not used.

Turnover ranking: The closest public indicator of scale is the Informatics 500 study, which ranks the top 500 companies in the Turkish IT sector in terms of turnover, and in which Global Bilgi has led its call centre category for the 14th time according to its August 2025 release. That is a rank rather than a figure, but it is an external, turnover-based one.

Headcount over time: The directory's overview describes 17.000 employees in 25 experience centers, including the Ukrainian sites. The October 2024 release gives around 16,000 employees across 15 locations in Türkiye, the August 2025 release over 15,000 employees across 13 locations, and the locations page 15,000 employees across 20 locations. Earlier platform records put the workforce at 14,000. The trend is a modest decline from the pre-divestment peak to a steady base of around 15,000, consistent with the exit from Ukraine.

M&A: No acquisition by Global Bilgi was found. The only material transaction found is the group's sale of its Ukrainian businesses, including LLC Global Bilgi, to DVL Telecom, part of NJJ Holding. For buyers, the main structural question is therefore not deal activity but how much autonomy and investment the parent gives the business as it shifts towards technology products.

People, Leadership & Culture

Global Bilgi's leadership is appointed within the Turkcell group, and the public record names its chief executive clearly but little of the team below.

Chief executive: Metin Tuğtağ is quoted as Chief Executive Officer of Turkcell Global Bilgi in the company's October 2024 anniversary release and again in its August 2025 IT 500 release. His statements set out the technology agenda described in the next section: generative AI support for agents and a new technology-focused brand. Two releases ten months apart naming the same chief executive give a stable reference point for buyers.

Leadership change and stale records: Outsource Accelerator's directory profile still names Cagatay Aynur as the current CEO and Chairman, and says he has been with the company since July of 2015. Aynur did hold the chief executive title at the time of the 2022 Coca-Cola award release. The directory entry is therefore out of date, and buyers who rely on it would approach a former executive. The change from Aynur to Tuğtağ between 2022 and 2024 also coincides with the shift in messaging from customer experience awards to AI products.

Technology leadership: The directory names Hakan Kendirci as CIO and says he has been with the company since June of 2017, and describes Muharrem Bozkuş as having over 18 years of experience in different IT positions at the company. Those entries come from the same dated source, so current titles should be confirmed. No chief financial or chief operating officer was identified in a primary source, which leaves the delivery and commercial leadership of a 15,000-person business largely invisible from outside.

Employer recognition: The company's human resources awards page lists Europe's Best Employer from Great Place to Work and Best Employer recognition from Great Place to Work in 2015, 2017, 2018, 2020, 2021 and 2022. It also lists a long series of Brandon Hall awards for learning, coaching, talent management, remote workforce management and wellbeing, and Stevie awards for its Employee Journey project and for employee commitment. The repeated Great Place to Work recognition across six award years is the stronger signal; the Brandon Hall list shows heavy investment in formal HR programmes.

Employee sentiment: The directory profile states that over 70% of the company's employees are happy with their jobs, citing an employee review site. That is a dated secondary snapshot and should be refreshed by role and site, because frontline agents in regional centres and engineers in İstanbul may report very different experiences.

Inclusion: A current part-time platform tester posting is reserved for disabled candidates, a concrete example of inclusive hiring in the technology line.

What is missing: No attrition, tenure or promotion figures were found. For a contact centre business of this size, those are the measures that matter most to service continuity, and buyers should request them by site.

Technology & Innovation

Technology is where Global Bilgi is trying to change what it is, and it has a catalogue of named products rather than generic automation claims.

Tellia AI agent: Tellia is the company's flagship AI product. The product page describes it as allowing businesses to build their own AI agent with ease, without technical expertise. It says Tellia can manage multiple calls simultaneously with no waiting time and customise a brand's voice using voice cloning, and that it operates across voice and text channels for processes such as debt notifications, satisfaction surveys and product promotions. The page also says Tellia keeps data within Türkiye, supported by Turkcell's data centre infrastructure. Data residency is the most distinctive part of the pitch, because it matters to Turkish banks, insurers and public bodies that must keep customer data in the country. Performance counters on the page render as graphics, so no accuracy figure is cited here.

Automation: The company says it performs routine, repetitive and time-consuming tasks with RPA robots. The Coca-Cola Telsell case is the clearest proof point, with 9 RPA scenarios saving 7,000 hours a year in one project. RPA is a mature technology, so the value lies less in the tool than in the company's ability to find and run automations inside the processes it already operates.

Broader catalogue: The digital technologies family also covers a cloud contact centre, a platform that monitors and responds to social media comments from a single interface, chat and chatbot, video call centre, voice analytics that extract meaningful information from audio and written data, a customer management platform, a four-stage AI-based quality management system, and experience design. The breadth is notable, but breadth alone does not prove depth; buyers should ask which products run in production for outside clients and at what scale.

R&D base: Turkcell's annual report records that Global Bilgi holds an R&D Center certificate from the Ministry of Industry and Technology. Together with the 230-member software testing team and current hiring for application developers, business analysts and systems engineers, that gives the technology claims a real organisational base rather than only a product brochure.

Roadmap: In the October 2024 release, chief executive Metin Tuğtağ said the company plans to minimise the difference between humans and artificial intelligence by preparing the responses that customer representatives give during calls in advance using generative artificial intelligence. He also said that, in response to the growing demand for digital channels, the company will soon launch a new technology-focused brand. A separate brand would let it sell products such as Tellia without the contact centre label, and would make the technology business easier to measure.

Partnerships: No named technology partnership, patent or platform uptime commitment was found. For a firm whose strategy rests on its own AI products, the absence of published performance measures is the main gap buyers should close through demonstrations and pilot KPIs.

Strategic Assessment

Strengths

• Scale with a stable parent: Around 15,000 employees across a network of Turkish sites, inside the Turkcell group, give Global Bilgi capacity for very large programmes and the backing of a large telecom group.
• Measured client outcomes: The Coca-Cola Telsell programme grew from two representatives to 50 and from 600 to 23,000 customers, and the LC Waikiki project raised satisfaction from 3.62 to 4.48.
• Technical services depth: A 230-member software testing team and an IT help desk serving hundreds of thousands of users give it access to IT budgets that pure customer experience rivals do not reach.
• Data-resident AI product: Tellia keeps data within Türkiye on group infrastructure, which suits regulated Turkish buyers.
• Long domestic leadership: First place in its turnover-ranked Informatics 500 category for a 14th time, and Great Place to Work recognition across six years between 2015 and 2022.

Risks and Vulnerabilities

• Dependence on the parent: Turkcell is both owner and client, and no split between group and outside revenue was found. Strategy and investment are set within a telecom group.
• Opaque finances: No standalone revenue, margin or growth figure is published, so buyers cannot assess financial capacity directly.
• Inconsistent footprint data: Site counts of 13, 15 and 20 in current corporate sources, and directory records that still include Ukrainian centres sold by the group, make the delivery estate hard to pin down.
• Certification scope: The continuity certificate is group-level, and the group's information-security list does not name Global Bilgi.
• Thin named references: Only two clients are named with outcomes, and the wider client wall is image-only.

Opportunities

• Regulated Turkish buyers: Banks, insurers and public bodies needing domestic data residency can use Tellia and the cloud contact centre as a local alternative to foreign AI vendors.
• Combined CX and IT sourcing: Buyers consolidating vendors can place contact centre, help desk and software testing with one provider.
• Productised insight work: The LC Waikiki feedback-to-product model can be resold to other retail and consumer brands.
• Remote B2B sales: The Telsell model offers consumer goods firms a route to small outlets that field sales teams cannot reach economically.
• Technology brand: The planned technology-focused brand would let the company sell AI products separately from agent hours.

Outlook

The company's own stated priorities are generative AI support for agents and a separate technology brand. Progress on both, and the publication of performance data for its AI products, are the measures to watch.