Boost Customer Loyalty with Telecom Call Center Knowledge Management

Posted On: December 20, 2016

Knowledge management has gained a foothold in the customer service industry, with service providers deploying KM practices for a better service. In industry terms, a telecom call center knowledge management refers to gathering, processing, and using data and expertise about a product/service by support agents and customers.

The processing of the gathered data and delivering it to agents and/or customers plays an effective role in a successful KM implementation. Here, the selection of the medium to be used for the delivery of knowledge depends on the understanding of business, its services, and customers.

Effective Knowledge Management Delivery

There are various tools and technologies available in a telecom contact center, used to deliver the knowledge to both agents and customers. Some of the common tools include knowledge base software for agents, and self-help tools for customers.

The prime objective of the former is to empower, support agents to deliver an effective support service. Tools for agents can be a knowledge base that is comprised of a simulator, product/device information and guides to resolve various issues. Tools for customers, backed by a robust knowledge base, are meant to deflect support calls from agent-based channels to self-service channels.

Generally, KM tools are developed by dedicated professionals, either in-house by service providers or by a third-party software vendor or solution provider. However, the type of content to be included in a knowledge base is determined by the analysis of issues faced by end-users with the product/service.

Benefits of Call Center Knowledge Management for Telecoms

Though call center knowledge management is implemented in almost every industry today, and its benefits vary with the business type. In the telecom industry, the most common advantages of deploying KM include customer satisfaction, enhanced productivity and efficiency of support agents, and reduced support costs. Though customer satisfaction leads to increased loyalty and retention rates, integrated knowledge management helps boost business revenue as well.

• Better Agent Efficiency: The fact that agents are equipped with the required support knowledge, including easy & intuitive resolution guides helps them work productively. The improvement can be measured in terms of lower call handling times and increased first call resolution rate.
• Reduced Support Costs: An integrated knowledge base helps reduce support cost in some ways. First, it helps by deflecting most of the support calls to a knowledge-based self-help tool for issue resolution. Secondly, enabling agents to resolve end-user issues quickly and efficiently helps reduce repeat call volume.
• Increased Customer Loyalty: The benefits discussed above combine to reduce efforts on the subscriber’s part to get a problem solved. This is a crucial factor in improving customer loyalty, satisfaction, and hence, business value.

Thus, integrating call center knowledge management for telecoms plays a major role in improving the effectiveness of an operator’s service. Strategic capturing, processing, and use of required support knowledge facilitates both telecoms and their subscribers to reap the benefits. Book a demo now to know how your telecom company can benefit with an integrated knowledge management system.