Bank "Uralsib" 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 to implement the Naumen Knowledge Management System (Naumen KMS) knowledge management solution at the Uralsib Bank Business Contact Center.

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 the 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 to process calls and messages in chats (AHT) decreased, and the quality of employees' answers to customer questions improved by 30%.

The client had the goal to get away from using network resources and disparate documents as quickly as possible, so first the content was transferred to the knowledge base, and after that they adapted it, revised the structure and content. After the emergence of the dedicated content manager, work on materials in the knowledge base went even faster, and we managed to achieve qualitative improvements in the performance indicators of operators, "said Alexei Zobnin, head of Naumen KMS.

The quality of client service was affected by the use of a built-in personalized update feed, which displays messages about changes in content. Make sure that the operators have read the information, the alert system helps: reading priority messages is confirmed by a mini-test or by pressing the button.

To improve the effectiveness of the knowledge base, the NAUMEN team conducted training on the principles of knowledge management: regulations 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 time for processing client calls. However, this did not happen - on the contrary, the average processing time of appeals has decreased, which confirms the effectiveness of the knowledge base, "commented Mikhail Zhuchkov, Director for the Development of Remote Customer Service at Uralsib.

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