Podcast ¦ Get out of wrap: 220 – Iryna Velychko & Bogdan Koshevoy on life in Ukrainian Contact Centres

Key Takeaways

1. The Ukrainian Contact Center industry has adapted to operate under wartime conditions, showcasing resilience in the face of adversity.
2. Effective support for Ukraine requires ongoing communication and collaboration with global partners, particularly in Europe and the UK.
3. Volunteerism is prevalent among Ukrainian contact center employees, who balance work with contributing to military aid efforts.
4. The use of technology, such as AI and predictive systems for missile alerts, underpins the capability of contact centers to maintain operations.
5. Mental health and morale remain critical concerns for employees, with companies implementing various support systems including sports and physical activities.
6. Training programs conducted by UK professionals, such as those led by Rachel Williams, are vital for enhancing skills in the Ukrainian workforce.
7. The ongoing conflict has shifted planning horizons for Ukrainian businesses to short-term, agile strategies.
8. Companies interested in outsourcing can benefit from Ukraine’s multilingual capacity and adaptability to different business environments.
9. The experience gained during the war positions Ukrainian workers as highly resilient and adaptable, benefiting future markets.
10. Awareness of the situation in Ukraine is critical to preventing misinformation and fostering international support.
11. The projection of unity and preparation among European countries is essential to deter further aggression from adversaries.
12. Post-conflict recovery in Ukraine will require significant structural adjustments and support, with a focus on addressing economic, health, and political challenges.

Key Statistics

• Approximately 30% of contact center employees in Ukraine are working from home.
• The number of people in the Ukrainian contact center industry is around 30 million.

Key Discussion Points

1. The significance of continued operational work in contact centers for military support and economic sustenance.
2. The psychological impacts of war on employees and the importance of peer support systems within organizations.
3. The role of technological readiness, including the implementation of AI, in maintaining service delivery under crisis conditions.
4. Exploration of training partnerships between Ukraine and the UK to improve industry-specific skills.
5. The urgent need for accurate information dissemination regarding the Ukraine conflict to counteract misinformation.
6. Recognition of the necessity for preparation and the strategic positioning of nations against aggressions.
7. Insights into how businesses can work with Ukrainian contact centers to leverage their services and expertise.
8. The emotional and psychological aftermath of conflict on frontline personnel and the transition they will face post-war.
9. The global significance of the Ukraine conflict as not merely a regional issue but as a reflection of broader geopolitical tensions.
10. The importance of resilience and adaptability derived from the experiences of Ukrainian workers during wartime.
11. Considerations for the future economic landscape in Ukraine following potential victory in the conflict.
12. Highlighting the role of ongoing volunteer efforts among contact center employees in supporting the military and wider community.

Podcast Description

This podcast episode features a compelling discussion between key figures from the Ukrainian Contact Center industry, exploring the realities of operating during wartime. Irina Valcheko, president of the Ukrainian Contact Center Association, and Bogdan Koshovi, head of the outsourcing committee, share their first-hand experiences of maintaining business continuity amidst challenges posed by the ongoing conflict. They highlight the importance of international support, technological adaptation, and mental health initiatives within the workforce. The conversation underscores the broader implications of the war on global security dynamics and invites listeners to engage with and support Ukraine during these pivotal times.