Uralsib Bank has improved the quality of customer consultations with the help of Naumen KMS

2021: Naumen KMS Implementation

On August 19, 2021, Naumen announced the completion of the project for the implementation of the Naumen Knowledge Management System (Naumen KMS) knowledge management solution in the business contact center of Uralsib Bank .

Based on Naumen KMS, a single source of knowledge was developed for contact center operators: content that was previously stored in network folders is now located in a knowledge base with an accurate and fast search engine. The content structure in the knowledge base was developed from scratch taking into account the frequency of use of materials: the search for information was simplified, the average time for processing calls and messages in chats (AHT) decreased, and the quality of employees' answers to customer questions improved by 30%.

The client had the goal of moving away from the use of network resources and disparate documents as quickly as possible, so at first the content was transferred to the knowledge base, and after that it was adapted, the structure and content were reworked. After the appearance of the dedicated content manager, work on materials in the knowledge base went even faster, and we were able to achieve qualitative improvements in the performance indicators of operators, - said Alexey Zobnin, head of Naumen KMS.

The quality of client service is affected by the use of the built-in personalized Update Ribbon, which displays messages about changes in content. The notification system helps to make sure that operators have familiarized themselves with the information: reading priority messages is confirmed by a mini-test or by pressing a button.

To improve the efficiency of working with the knowledge base, the NAUMEN team taught the principles of knowledge management: procedures for working with the knowledge base and instructions for creating and editing articles were drawn up for the content manager. This made the material understandable even for new employees.

In parallel with the implementation of Naumen KMS, we changed our service processes - we expanded the powers of employees, which could lead to an increase in the processing time of client calls. However, this did not happen - on the contrary, the average processing time of requests decreased, which confirms the effectiveness of the knowledge base, - commented Mikhail Zhuchkov, director of remote customer service development at Uralsib small business.

The next stage of cooperation between NAUMEN and Uralsib Bank will be the connection to the knowledge base of about 1000 point of sale employees and specialists who belong to the rest of the company's business divisions.