Tbilisi hosts customer operations for overseas clients
Contact Web describes its Georgian operation as a Tbilisi delivery location for multilingual customer service. Its published service range includes voice, chat and email support, document processing, case management and first- and second-line technical support. English, Russian, German and French are among the languages identified. These are the company’s own descriptions of its capabilities, rather than an independent ranking of Georgian providers. [1]
The commercial significance is the combination of language and function. Handling a German-speaking customer’s technical enquiry is a different assignment from entering documents or answering an English-language order query. Each uses a different mix of product knowledge, writing, conversation and escalation. A single total for call-centre employment would hide much of this variation, even if the statistical boundaries of that total were clear.
Concentrix is another identifiable operator. Its January 2026 Georgian privacy notice names Concentrix Services (Georgia) LLC and its Tbilisi location. [2] Alongside Contact Web, it provides another concrete company for a provider or competitor map. Current delivery capacity and a customer-specific offer remain commercial information obtained from the operator.
Girteka’s Tbilisi shared-services centre
Girteka’s corporate history records the establishment of Girteka Business Services in Tbilisi in 2022. The group’s 2026 account of its Georgian hub describes more than 200 colleagues working in IT development, transport planning, finance and customer care. This is a company-reported snapshot, not a national BPO employment figure. [3]
The example is useful because the activity serves a logistics group’s wider operations. An administrative employee in Tbilisi can support transport taking place outside Georgia. The office therefore belongs in the services-export and employment discussion, while the group’s trucks and freight activity belong in a separate transport market. Counting both as Georgian road haulage would confuse where the service is performed with where the cargo moves.
It also shows the breadth of shared services. A corporate centre can bring together finance, HR, technology and operational support, whereas an independent outsourcing company sells a contracted service to outside customers. Both recruit locally, but their investment decisions, internal reporting and sales models are different.
AI knowledge and quality tools in customer support
Contact Web’s current news page describes KAI, its AI-based knowledge platform for agents, and QAI, its quality-assurance platform. The company reports deployment across its delivery operations, including Georgia. [4] These company-reported tools give a specific example of technology entering the service sold from Tbilisi.
The development changes what a business customer is purchasing. An agent may receive suggested information during a conversation, while a quality system analyses interactions afterwards. The service still involves people, customer records and responsibility for resolving the case. A proposal based solely on the hourly price of an agent can miss the technology and specialist supervision included in a contemporary offer.
For Georgian technology suppliers, this creates possible customers for knowledge management, speech and text processing, reporting and integration. It also narrows the question: a tool has to work with the provider’s actual languages and systems. A general statement that AI will transform outsourcing says little about which Georgian business can purchase a product or how it will use it.
European service hours from Tbilisi
Georgia uses UTC+4 throughout the year. Compared with London, that means a three-hour difference during British summer time and four hours during the UK winter. Compared with Central European time, the difference is two or three hours. Georgian daytime work can therefore overlap with European business hours, while evening shifts extend that overlap.
The difference affects the hours employees work, the need for late transport and the availability of supervisors when a client’s business is busiest. A centre serving North American customers has another working-day pattern. This helps explain why location, service languages and the required shift belong together in the Georgian operating budget.
Salaries and multilingual service pricing
Geostat reports average monthly nominal earnings of GEL 2,389.3 across Georgian employees in the second quarter of 2026. [5] That national measure does not price a German-speaking technical agent, a finance specialist or an experienced service manager. The investor reference explains the difference between wage statistics and an employer’s total staffing expenditure.
A BPO customer buys a functioning service. Its price can cover recruitment, training time, quality staff, software, office occupation and periods when an employee is not handling a billable contact. The composition changes between a dedicated team, overflow support and a shared multilingual service. As a result, two quotations expressed per hour can still cover different deliverables.
The services market reaches into design, finance and engineering
The investment agency groups IT and BPO within professional services and also identifies architecture, design and engineering. [6] Girteka’s finance and transport-planning functions illustrate the broader corporate-services business. A prospective investor can therefore investigate a specific professional function alongside the established customer-support activity.
For a buyer, the valuable information concerns the provider’s service languages, industry experience and available delivery model. For an employer, it concerns the people who can perform the proposed work and the local businesses already recruiting them. For a property supplier, it concerns the location and technical requirements of an office. These are related commercial markets with different customers.
Our Georgian market research covers provider mapping, business contacts and local commercial information. Read about software and IT for the engineering side of the service economy, or contact us about a particular outsourcing or shared-services requirement.