Absolyut Bank implemented "Knowledge management system" within work of Contact center

2019: Implementation of "Knowledge management system"

Absolyut Bank in October, 2019 completed implementation of "Knowledge management system" (KMS) within work of Contact center of Bank. The solution allowed to reduce the average time of customer service of bank by 12%. Until the end of 2019 scaling of a system is planned for all retail network "Absolyut Bank". On November 6, 2019 reported about it in Rostelecom Contact Center company.

"Knowledge management system" — the digital product intended for contact centers and client services. The solution represents a common information space in which all information materials (content) which are used at customer service are placed. The product allows operators to find quickly up-to-date information, to minimize quantity of errors and also to accelerate learning process of new specialists. Thus, SUZ helps to optimize costs for customer service, to reduce time of processing of a call, to trace up-to-date information and work of service, to increase employee performance and to increase customer loyalty level. The project on implementation of "Knowledge management system" in information circuit of bank started in December, 2018. In March of the 2019th according to the results of the carried-out pilot the decision on system implementation in contact center was made. For half a year of functioning of SUZ in Absolute of Bank Contact center it was succeeded to achieve visible results. In particular, to optimize expenses on contact center due to reduction of holding time of clients for 12%, to optimize time of training of employees for 28% (from 14 to 10 days), to lower number of errors by 5%, to reduce time spent for information maintenance of employees for 11 hours.

"The subject of knowledge management of employees — is always relevant, especially against the background of permanent changes important quickly, qualitatively and technologically to resolve issues of clients. Within the project in Absolute of Bank the solution "Rostelecom Contact Center" will be implemented not only as the Knowledge base for Contact center, but also as a single system of knowledge management (content) for all banking network, and in the long term to provide complete transition to the technological solution for content management on all bank. For November, 2019 we complete a stage of filling of content for Network and in the nearest future we are going to give this tool to work of employees", 'Svetlana Pavlenko, the head of department of customer service of JSB PJSC Absolyut Bank noted'

"We know that in the course of customer service the operator should have always near at hand up-to-date information which quickly and just to find. At the same time it is obvious that for banks in the conditions of fierce competition it is important to optimize expenses. Intelligent approach to filling of SUZ is content the key to successful work of the solution. Content should be correctly structured and decomposed, marked for certain user groups and is good is visualized", 'Anna Teplyakova, the sales director of the digital products "Rostelecom Contact Center" noted'