"Sviaz-Bank" summed up the first results of use of a knowledge management system of KMS Lighthouse

2018: KMS Lighthouse use results

December 21, 2018 A Sviaz-Bank reported that summed up the first results of use of a knowledge management system of KMS Lighthouse.

After call center operators began to use a knowledge management system of KMS Lighthouse, errors in their work became less. Before implementation of this system on search of the necessary information in the knowledge base left up to 30 seconds. For December, 2018 search of answers began to take 3-5 seconds depending on a subject of search query. Onishchenko Irina, head of training and quality control of Department of remote sales and customer service of PJSC JSB Svyaz-Bank

For December, 2018 more issues of clients are resolved at the first appeal to contact center. According to the results of three quarters 2018 the level of the complaints and customer complaints accepted through contact center decreased by 41%. It is caused by the fact that a part of questions is closed at the time of the address of the client. Such result managed to be achieved thanks to a complex of the taken measures and tools, one of which is KMS Lighthouse knowledge management system.

As of December, 2018, the quality of processing of calls increases on average by 3% annually that is confirmed by reports of employees of Quality control department of telephone service of Department. For quality improvement of processing of calls comprehensive work with operators including through KMS Lighthouse knowledge management system is carried out. Workers can think of the solution of a question of the client, but not of, where to look for the necessary information. Besides, for December, 2018 a system has no restrictions on the number of possible articles and information that allows to do it to more informative constantly.

2017: KMS Lighthouse implementation

On March 27, 2017 the press service of the Sviaz-Bank announced implementation in contact center of technology of knowledge management KMS Lighthouse.

Project Results

Implementation of KMS Lighthouse gave the chance to the Sviaz-Bank to increase labor productivity of staff of contact center.

Action with participation of Sviaz-Bank, (2014)

Use of a knowledge management system of KMS Lighthouse allowed Bank to use the uniform knowledge base in contact center and additional offices and branches.