Adelina

What Adelina does

Adelina Call Center is a privately held, Ukraine-founded outsourced contact center founded in 2004 by Oleg Chernobryvtsev following a spin-off from Utel. Headquartered in Kyiv, the company is the largest contact center in Ukraine with approximately 4,000 employees across eight locations in Ukraine (Kyiv, Lviv, Kharkiv, Rivne, Khmelnytskyi), Kazakhstan (Almaty), Poland (Krakow), and Turkey (Istanbul), and serves 150+ active projects for clients in 17 countries with multilingual support across 10–24 languages.

The company offers a comprehensive BPO/customer support suite: turnkey call center outsourcing, inbound and outbound customer support, telemarketing and telesales, 0-800 information hotlines, e-commerce support, dispatcher services, virtual office services, customer database updates, telephone-based market research, and advertising campaign support. Its technology stack consists of standard contact center infrastructure — IVR, call recording, CRM systems, 1C integration, multichannel communication (phone, email, chat, social, messenger) — plus internally developed high-speed survey and call management software, ISO 9001:2015 and EN15838 certifications, and dedicated project teams with assigned account managers per client.

Adelina generates revenue on a usage-based, per-minute-of-staff-time pricing model sold exclusively through a direct B2B sales motion. Enterprise clients (including Vodafone Ukraine, Rozetka, McDonald's Ukraine, Auchan, OKKO, Nova Poshta, Viasat, NSZU, and PUIB) pay only for the minutes worked by Adelina operators, with no fixed salary, equipment, or office overhead. The company holds an 18.6% share of the Ukrainian outsourcing call center market (2014 data, ~3x its nearest competitor), reports 95% client satisfaction, and is the recipient of multiple ContactCenterWorld industry awards (2011–2015).

Name

Adelina

Legal name

Adelina Call Center

Website

https://adelina.com.ua

Company type

Private

Founded year

2004

Operating status

Operating

Headcount range

1,001–5,000 employees

Short description

Adelina is the largest outsourced contact center in Ukraine, providing 24/7 multilingual customer support, telemarketing, telesales, and back-office services to enterprise clients across 17 countries with roughly 4,000 employees.

Ownership category

akta.pro rank

Product category

Business Process Outsourcing / Call Center Services

NAICS

Telemarketing Bureaus and Other Contact Centers (561422), Telephone Call Centers (56142), Telephone Answering Services (561421)

SIC

Communications Services, Nec (4899), Services-Help Supply Services (7363), Services-Facilities Support Management Services (8744)

akta.pro primary industry

Technical Support & Helpdesk Contact Centers (BPAAAAAI)

akta.pro secondary industries

Sales, Telesales & Lead Qualification Centers (BPAAAAAB), Appointment Setting, Dispatch & Scheduling Centers (BPAAAAAD), Customer Retention, Loyalty & Win-Back Centers (BPAAAAAC), Call Center/Telemarketing & Outbound Customer Engagement (MPAAAIAN)

Keywords

• Call center outsourcing
• Customer support services
• Telemarketing services
• Business process outsourcing
• Contact center services

Headquarters

HQ city

Kyiv

HQ country

Ukraine

HQ region

Europe

Offices8 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales, Others

Revenue model

1. BPO/Outsourcing Call Center Services: Adelina provides a comprehensive suite of outsourcing services for businesses: inbound/outbound customer support, telemarketing, telesales, information hotlines (0-800 lines), virtual office, dispatcher services, customer database management, survey/market research, and advertising campaign support. Clients pay for the call center's services without incurring costs for office space, equipment, telephony, or staffing.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels4 records

Core offering

Adelina Call Center is an outsourced contact center providing turnkey call center and BPO services. The company handles inbound and outbound customer support, telemarketing, telesales, dispatcher services, 0-800 information hotlines, virtual office services, customer database management, market research surveys, and advertising campaign support. Clients pay per minute of call center staff time, with no costs for office space, equipment, telephony, or staffing.

Product overview

Adelina Call Center is an outsourced contact center providing a comprehensive suite of call center services. The core offering is turnkey outsourcing with dedicated account managers, supported by specialized modules including telemarketing/sales, e-commerce support, virtual office, dispatcher services, 0-800 info lines, customer database updates, market research surveys, and advertising campaign support. The company operates multilingual support across 10+ languages and serves clients in telecommunications, banking, insurance, retail, healthcare, and government sectors.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Support Service (Інформаційна підтримка клієнтів)
• Turnkey Call Center Outsourcing Complete outsourced contact center solution providing 24/7/365 service without setup costs for equipment, telephony, internet, or staffing. Includes assigned account managers and dedicated project teams with regular statistical and analytical reporting.
• Telemarketing and Telesales (Телефонні продажі) Phone-based sales services including outbound telemarketing, cold calling, customer acquisition, and sales campaign management. Includes specialized sales training and dedicated sales department.
• E-commerce Support (Обслуговування інтернет-магазинів) Order processing, consultation on product range and pricing, delivery coordination, problem resolution, email/SMS/chat customer communication, and CRM integration for internet store operations.
• 0-800 Info Line (Інфолінія 0-800) Toll-free national hotline service allowing customers to call free from any landline or mobile phone in Ukraine. Combines information line, order service, and virtual office capabilities.
• Dispatcher Service (Диспетчерська служба) Call center-based dispatcher service for companies receiving orders by phone, including taxi services, transport companies, courier deliveries, cafes/restaurants, and utility services. Integrates with 1C and customer CRM systems.
• Virtual Office (Віртуальний офіс) Virtual office services providing business address for mail, virtual phone numbers, fax reception, call handling by qualified operators 7/24/365, meeting room rentals, and coworking facilities.
• Customer Database Update (Актуалізація клієнтської бази) Database accuracy services including phone number validation, address verification, and customer data updates. Capable of processing over 50,000 calls per day for national-level customer databases.
• Survey and Market Research (Анкетування та опитування) Quantitative and qualitative marketing research via telephone surveys. Processes over 50,000 outgoing calls per day with automated online reporting and detailed analysis, using Adelina's proprietary high-speed survey software.
• Advertising Campaign Support (Підтримка рекламних кампаній) Hotline and promotional campaign support services for product launches, BTL activities, political campaigns, and electioneering with full reporting including call recordings.
• Customer Acquisition (Пошук клієнтів) Lead generation and customer prospecting services with each operator making up to 300 calls per day to build qualified prospect databases, follow-up calls, objection handling, and detailed reporting.

Quantifiable outcome

• 95% client satisfaction level
• +4 more outcomes

Named customers18 records

Segments5 records

Ideal customer profiles5 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration2 records

Feature1 record

Partnerships

Eleven partnerships are on record, tiered core and minor.

• Tempo (Turkey)coreStrategic or Co-development Partner · 1 March 2016Extended partnership agreement with Turkish company Tempo, which aims at partial merger in the future and mutual servicing of shared projects. This partnership is part of Adelina's strategy to expand into Turkish and broader European markets.
• START NOW (Kyiv Business School)minorOthersPartnership with the Kyiv-based START NOW business school educational project, providing students with real-world business exposure and career development opportunities.
• Мрій та дій (Dream and Act) Educational ProjectminorOthersA series of 13 training sessions conducted by Olexandr Solodiak and Olena Kozorema for children and teenagers in Lviv on topics including skills for dream jobs and time management.
• Перший кар'єрний крок (First Career Step) — Lviv Educational NGOminorOthersCollaboration with Lviv's 'First Career Step' and 'Sweet 20-s' educational projects run by the 'For European Lviv' NGO. Adelina trainers conduct masterclasses and workshops for youth career development.
• Be PROFI / Perspektyva Foundation (Kharkiv)minorOthersAdelina supports youth through the Be PROFI social project implemented by the 'Professional Development of Kharkiv' Foundation, providing training and career guidance.
• EdCamp Ukraine 2017 — Kharkiv ConferenceminorOthersAdelina was included in the program of the Kharkiv EdCamp Ukraine 2017 educational conference, with project participants visiting modern companies to explore future professions.
• Masterss CommunityminorOthersAdelina became a member of the community of professionals in contact centers, service, and sales, united by Valentyn Kasiun in the Masterss project. This membership contributed to developing a new consulting and training direction.
• Main Center for Administrative Services Provision (ЦНАП) of LvivminorImplementation/ SI/ Consulting PartnerTraining conducted for employees of the Lviv Administrative Services Center on 'Personnel and Quality Management in the Project' covering their 15-80 hotline and information service.
• ContactCenterWorldcoreOthersAdelina participates in the global ContactCenterWorld competition and awards, winning multiple medals from 2011-2015. The company was recognized as Ukraine Industry Champion in 2013.
• Ukrainian Association of Contact Centers (VAKTs)coreOthersAdelina is recognized by and collaborates with the Ukrainian Association of Contact Centers (VAKTs), which conducts annual industry research used to confirm Adelina's market leadership position (18.6% market share).
• Ukrainian Association of Direct Marketing (UADM)coreOthersJoint research with the Ukrainian Association of Direct Marketing confirms Adelina's position as the largest contact center in Ukraine.

Scale indicators6 records

Recent moves11 records

Expansion highlights5 records

Broad incumbents

• Majorel: European-headquartered CX/BPO group (now part of Concentrix) with strong delivery in Eastern Europe, Turkey, and North Africa. Directly comparable in multilingual, multi-region enterprise outsourcing model and target verticals.
• TTEC: US-headquartered global CX and BPO operator with delivery centers across Eastern Europe, the Philippines, and Latin America. Competes in the same enterprise customer support and sales outsourcing category with comparable multilingual delivery capabilities.
• TaskUs: Global digital-first CX and BPO provider serving tech, e-commerce, and fintech clients with outsourced support and trust+safety operations. Comparable in serving enterprise clients with outsourced omnichannel customer experience work.
• Concentrix: Global CX/BPO provider with ~450,000 employees post-Sitel/Majorel merger. Directly overlapping in customer support, telemarketing, and digital CX services for enterprise clients in telecom, retail/e-commerce, and banking.
• Foundever: Global CX/BPO group (formerly Sitel Group) with ~170,000 employees across 45 countries, including strong Eastern European presence in Bulgaria and Poland. Competes head-to-head for European enterprise outsourcing contracts.
• Teleperformance: Global leader in outsourced customer experience management with 400,000+ employees across 90+ countries. Offers the same suite of inbound/outbound support, telesales, and back-office BPO services at vastly greater scale, competing for the same enterprise RFPs Adelina targets.

Emerging players

• Helpware: US-headquartered but Eastern European-delivery BPO (Ukraine, Poland, Georgia, Albania) offering customer support, content moderation, and back-office services. Comparable in talent geography and outsourcing service mix, smaller scale.

Direct peers

• PlushBPO: Ukrainian-based BPO providing inbound customer support, telemarketing, and back-office services to international clients. Similar headcount tier, sales-led model, and multilingual service positioning.
• Simply Contact: Ukrainian outsourced contact center serving e-commerce, retail, and financial services clients across multiple European markets. Comparable in size tier, geographic footprint, B2B sales-led model, and inbound/outbound service mix.
• SupportYourApp: Ukrainian-founded outsourced customer support and tech-helpdesk BPO with multilingual coverage across Eastern Europe. Highly comparable in operating model, target verticals, talent base, and language capabilities, with a similar focus on outsourced 24/7 support for international clients.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks7 records

Key highlights7 records

Customer concentration

• Facebookfacebook.com/AdelinaCallCenter
• Instagraminstagram.com/adelina_call_center
• LinkedInlinkedin.com/company/adelina-call-center

Compliance2 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles2 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Adelina