Onecta Outsourcing Contact Center Improves Customer Consultation with Naumen Products

2023: Use of Naumen KMS and Naumen LMS

On June 8, 2023 outsourcing contact center Onecta , improved the quality of customer consultation by implementing a knowledge management system Naumen Knowledge Management System (Naumen KMS) and training management system. This was announced Naumen Learning Management System (Naumen LMS) on June 8, 2023 by the company. Naumen (Naumen Consulting) Thanks to solutions, over 500 employees of the company quickly find answers to customer questions, and new operators more easily go through the adaptation period and are more likely to join the work.

Onecta has created a single source of knowledge based on Naumen KMS. Operators contact him during a customer consultation on the selection of credit products. The implemented knowledge base replaced the system of folders with documents in the public domain and solved the problem of a long search for information: a smart search bar in Naumen KMS allows a hotline employee to find the necessary data in a few seconds.

We had an urgent need to increase the rate of credit product matching and reduce the average case processing time (AHT), and the Naumen KMS solution did an excellent Naumen of doing that. The knowledge base with search and filters has become a valuable assistant for us. It is also very convenient and quick to edit information and notify employees about changes, - said Natalia Bukina, Chief Operating Officer of Onecta.

Onecta used the Naumen LMS solution to provide distance learning for new employees. The system integrates with Naumen KMS and allows you to quickly compile online courses based on content from the knowledge base, while the information in the courses is automatically updated when changes are made to the source data. As a result, training program preparation for beginners takes less time, and educational content is always relevant.

The contact center uses intermediate and final testing to evaluate the results of personnel training. Detailed statistics are available in the employee's personal account and allow you to assess both the effectiveness of the educational process as a whole and the success in training individual specialists.

The advantages of Naumen LMS were appreciated not only by us, but also by the employees themselves. This is an opportunity to publish educational content in different formats, course management tools, various testing strategies, flexible settings and a convenient reporting format, "said Natalia Bukina, Operations Director of Onecta.

In the coming months, Onecta plans to supplement the educational direction with employee professional development programs.

We see more companies beginning to understand the value of professional knowledge management. A knowledge base with smart search is not just a second-order thing, but a tool that allows businesses to improve the experience of employees and clients: more often solve cases the first time, reduce the frequency of errors in consultations and increase the level of staff independence, - commented Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.