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Key Takeaways
- Recovered around 30% of agent working time by cutting voicemails and dead connections with the AI-Powered Dialer and Answering Machine Detection.
- Consolidated voice, digital, and multiple markets into one platform, replacing the tool-switching and manual coordination that slowed every project.
- Gave managers real-time performance data, so decisions get made mid-shift instead of waiting for end-of-day reports.
- Runs campaigns from Canada to Singapore as a local presence in each market, not a foreign number that gets ignored.
- Scaled internationally without adding operational complexity – one platform, standardized processes, central monitoring.
About Silver Bell Group
Silver Bell Group is the largest business process outsourcing (BPO) company in Serbia, with over 1,200 employees and offices across Europe. Its teams support clients in more than 25 languages across sales, customer support, lead generation, IT, and recruiting, running campaigns from Canada to Singapore and Belgium to Malaysia.
The company built its reputation on a deliberate bet: rather than compete on price like much of the BPO market, it competes on well-trained, human-centric agents who represent each client’s brand as their own. That philosophy also led SBG to build Live Reception, its own AI-powered live video support product designed to amplify human agents rather than replace them.
SBG’s clients sit in high-expectation verticals – hospitality, finance, automotive, fintech, real estate, healthcare, and e-commerce – across the US, UK, Europe, and Northeast Asia. Markets where a poor support experience damages the brand, and where the infrastructure behind every conversation has to hold up at scale.
Before Voiso, that infrastructure kept failing them. SBG had worked through multiple VoIP providers, and the pattern repeated each time: reporting that told them little, real-time monitoring they couldn’t trust, and scaling that turned into a project instead of a decision.
The Challenge
SBG runs communication at the core of its business. When the phone system fails, the business fails with it. That made the previous setup a growing liability.
Reporting that didn’t tell them much. Real-time monitoring they couldn’t rely on. Every attempt to scale becoming its own project. Managing campaigns meant switching between tools and coordinating by hand, which slowed delivery and left room for mistakes.
For an operation spanning 1,200+ people, 25+ languages, and markets on four continents, none of that is survivable. SBG had reached the point where “good enough” providers were capping how well it could run.
“We’ve worked with enough providers to know the difference between a vendor and a partner.”
Nikola Miličić, Division Manager
They stopped settling and got specific. SBG needed two things: software that could handle expansion without adding complexity, and a partner that would actually show up when something broke.
The Strategy
SBG set three non-negotiables when it went looking, and they mirrored what SBG demands of itself as a service provider:
- Fast, responsive support. When communication is the business, a partner has to react quickly. Not a ticket queue – real people who hold themselves accountable.
- Automation and efficiency. Any reasonable business requirement had to be implemented in a way that helped teams perform better, not just checked a box.
- A long-term partnership, not a short-term fix.
The plan followed from there: consolidate multi-market, multi-channel operations onto one platform, automate the dialing layer to strip out wasted agent time, put local numbers in every market to protect answer rates, and give managers live visibility instead of end-of-day reports.
“Voiso understood our operation. They understood what we were building, and they moved with us, not behind us. The platform was the right fit technically, but honestly, that’s table stakes. What made the decision easy was the people behind it.”
Nikola Miličić, Division Manager
The Rollout
Onboarding was fast, but what mattered more to SBG was what came after it. Once the team took over day-to-day operations, Voiso stayed hands-on – answering technical questions, refining workflows, and shipping solutions without escalation chains or back-and-forth.
With the platform in place, SBG deployed the pieces that removed friction from the floor:
- AI-Powered Dialer + Answering Machine Detection took over the mechanics of dialing. Agents stopped burning time on voicemails and dead connections and showed up to live conversations instead.
- Speech Analytics gave SBG call-level insight across every market – where conversations gained traction, where they didn’t, and why – so quality stayed consistent regardless of language or region.
- Omnichannel put voice and digital across multiple markets into one workspace, keeping the customer experience coherent no matter the channel or country.
- Global reach with local numbers meant campaigns from Canada to Singapore landed as a local presence rather than an ignored foreign number.
- Real-time dashboards replaced end-of-day reporting, so managers could spot issues and adjust mid-shift.
“For agents, the work is cleaner – less friction between them and the actual conversation. They’re not navigating around the tool, they’re using it without thinking about it. For managers, the shift is in how we make decisions. We see performance as it unfolds and act on it.”
Una Obradović, Senior Project Manager
The result was consistency at scale. SBG standardized processes, monitored performance centrally, and supported multiple teams across markets without adding complexity.
“One achievement I’m particularly proud of is our ability to scale internationally without losing operational control. We run projects across many countries, and we manage everything through one platform.”
Jelena Lačnjevac, Senior Project Manager
Results
The clearest gain was agent productivity. By handing the dialing mechanics to automation, SBG gave agents back roughly a third of their working time.
“At the scale we operate, a 30% gain in agent time isn’t nice. It’s the difference between running a project and running it well.”
Jelena Lačnjevac, Senior Project Manager
| Metric | Improvement |
|---|---|
| Agent time lost to voicemails / no-answers | ~30% of agent time recovered |
| Average call duration | 15-20% shorter |
| Operational efficiency (cost) | ~20% improvement (customer-estimated) |
SBG also reports improved customer accessibility and engagement through better answer rates, though it did not share a CSAT or NPS figure. Kept qualitative here rather than presented as a stat.
Beyond the numbers, the operational win was control. Real-time data replaced end-of-day reporting, and one platform replaced a stack of tools.
“Local presence at international scale is a hard problem to solve. Voiso solved it. Answer rates reflect that.”
Una Obradović, Senior Project Manager
SBG frames the partnership less as a feature purchase and more as infrastructure it can trust:
“A tool is only as good as the team behind it. We don’t change infrastructure lightly. The fact that Voiso has become a stable, trusted part of how Silver Bell Group runs its operations says more than any feature list could.”
Ilija Mandić, COO and Product Owner, Live Reception
Why BPOs Choose Voiso
Silver Bell Group’s story generalizes to any BPO scaling international outbound:
- One platform for every market. Voice, digital, and multiple regions run and monitored from a single workspace, so scaling adds volume, not complexity.
- Automation that gives time back. The AI-Powered Dialer and AMD keep agents in live conversations instead of dialing dead numbers.
- Local presence, global reach. Local numbers protect answer rates in every market a BPO dials into.
- Real-time visibility. Managers act on performance as it happens, not at end of day.
- A partner during live operations, not just until the contract is signed.
Let’s Talk
Silver Bell Group’s story shows what happens when automation, local presence, and real-time visibility come together on one platform. The operation got easier to manage across markets, more efficient on the floor, and easier to scale without losing control.
If your BPO is scaling outbound across markets and outgrowing a provider that cracks under pressure, Voiso can give you the performance and visibility to run it well. Start the conversation and see what changes for your business.
