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JASMiND iQ for Call Centers

Knowledge Management for Call Centers

According to the Forrester report (conducted in 2007), 57% of respondents believe that call center (they called to in their everyday life) work is not satisfactory.

From the viewpoint of knowledge management call center operations have several specific features comparing to other departments or business domains. They are:

  • Rotation and turnover of call center specialists, therefore company is permanently losing the knowledge accumulated by specialists and new specialists should be rapidly trained
  • Relevant information should be found rapidly and client question answered instantly
  • Information is rapidly changes which causes additional training costs
  • It happens that knowledge is obtained by call center operator from clients during the call. For example information about new marketing campaigns of competitors or question which answer is not defined (operator is not trained to answer this question), e.g. new products and services of the company
  • There are a lot of knowledge areas which difficult to formalize (communication rules, internal procedures peculiarities, etc.) and which is lost as soon as a call center specialist leaves the company.

Major goal of knowledge management solution for call center is to make operator's work easier and more effective, i.e.: reduce call processing time and raise the number of calls percentage when client's question is unswered instantly. Therefore some knowledge model requirements should be taken into account during knowledge management solution design for call center:

  • Fast knowledge items search and access (with automatic search functions based on e.g. call or client account parameters)
  • Optimization of the structure and format of knowledge items - operator doesn't have time to look thru long text in order to find specific information
  • No strict separation between "internal" and "external" knowledge.

The latter sentence should be clarified:

  1. "Internal" view correspond to the operator's perception of company operation, products and services
  2. "External" view corresponds to the client's perception of company products and services.

"Internal" view is based on standard company terminology, rules and procedures. Nevertheless client calling the call center operator does not have to use the same terminology or be aware of any inernal rules. Therefore client's description of the problem can be rather different from operator's expectations.

Example: If client wants to know why money transfer hasn't reached his bank account he does not have to be aware of money transfer technologies and terminology, he will just ask "where is my money?".

 

JASMiND iQ solution for Call Center

JASMiND iQ solution for call centers provides fast access to fully structured and up to date information helping to reduce time required to answer client's call and solve problem with staff's knowledge because of turnover, training, etc. Key point of  JASMiND iQ solution for call center is a user interface usability which assists to identify the request subject(s) and find relevant information required to answer the call. User interface allows:

  • Fast information seach thru linked cathegorised hierarchy
  • Usefull presentation of information which helps to answer client's call
  • Presentation of advises and scenarios which guide operator if call subject is a complicated issue
  • Use of additional data for sorting and search like statistics of call types, urgent information updates, alarms, etc.
  • Use of additional data retrieved from other solutions (e.g. call management software can provide client's phone number, billing solution can provide information about used services, balance, etc.)
  • New knowledge items (useful information received by operator e.g. during the call) exchange between users of the solution and update of the knowledge base with this information.

JASMiND iQ solution supports all request types including:

  • Information requests (marketing information requests, products/services description, tariffs, etc.)
  • Change requests (e.g. services change request, change of client's account data like address, etc.)
  • Problem reports including quality of service complains, financial claims, technical issues with company products, etc.

JASMiND iQ solution for call center can help improving the following operational parameters:

  • Call processing time reduction (and therefore reduction of the overall waiting time client is on line before his call is picked by the operator) due to faster search of relevant information and knowledge items links and relationship
  • Reduced number of call escalated to second line of support (when call can not be answered instantly)
  • Reduced number of wrong answers to clientrequests
  • Corporate environment for knowledge management is built
  • Reduced training costs.