To provide agents with the knowledge to handle customer calls ME Bank built an internal wiki in SharePoint, the information in the wiki was difficult to organise, hard to search for and resulted in agents struggling to find the answers they needed. This led to long call times that frustrated both customers and agents.
Sean McGinn, General Manager at ME Bank, explains: “We needed a better knowledge management solution to achieve customer satisfaction and staff engagement.”
ME Bank reviewed the best solutions on the market to replace its wiki, and chose livepro – a purpose-built knowledge management system. livepro\’s powerful search features and easy-to-use interface enable agents to rapidly find the specific answers they need to resolve each call.
Everyone from agents and authors to managers love the new system. One agent, Aden Biedrzycki, comments: “It’s made my job easier by allowing me to find information a lot quicker.” And that opinion is echoed by Manager, Peter Danson: “People have taken to it very easily. It is very intuitive, and the feedback from all staff that I’ve talked to has been extremely positive.”
livepro is so easy-to-use that ME Bank no longer needs to spend so much time training agents – the system is designed to be used by anyone. Regardless of contact centre experience or tech savviness.
With staff able to work so much more effectively, the Communications Coordinator & Service Excellence at ME Bank, Hasan Sevik reports that the bank has successfully slashed call times, massively improving the customer experience. “Since implementing livepro, we have seen our AHT reduce from 10 minutes to 6 minutes. That’s a 40% decrease.” And as an added bonus, this AHT decrease is helping the bank achieve big cost savings.