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BPO

TSA Group achieved a utilization rate above 95% across multiple channels using livepro KMS

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TSA Group achieved a utilization rate above 95% across multiple channels using livepro KMS

industry

BPO

21

AHT reduction

98

of staff felt that livepro made their job easier

The Challenge

TSA Group, a prominent Australian call center outsourcing provider, initiated a year-long effort to implement an efficient knowledge management (KM) strategy supported by a robust KM system, addressing challenges in their existing approach. As a BPO serving multiple clients, inconsistencies across business lines prompted the move, with reliance on SharePoint causing issues in knowledge creation and management. Key challenges included the system’s lack of scalability and search functionality, hindering productivity. Teams accessing knowledge from disparate systems and the document system’s inability to offer direct answers further compounded issues. TSA sought a purpose-built KM solution to streamline processes and enhance overall effectiveness.

The Objectives

With these challenges in mind, TSA Group’s initial goals were:

  •  To introduce an easy-to-use single source of truth, quality content and effective governance system
  • System utilization rate of 90% or above
  • Drive positive results in operational targets and KPI’s with the KMS – increase efficiency, reduce support requirements and increase speed to competency

The Outcome

In the 12 months since implementing livepro, TSA Group was able to successfully deliver tailored Knowledge Management services to 9 of their clients from different industries and with varying requirements and success measures.

TSA Group has achieved impressive results, with utilization rates exceeding 95% across all channels using the KMS.

New starters utilizing the livepro, there was:

  • A 58% reduction in time to locate the required knowledge
  • A 75% reduction in the average number of clicks it took to reach the required knowledge
  • 17% reduction in the use of support services

 

Establish Team Members utilizing livepro, there was:

  • A 32.5% reduction in time to locate the required knowledge
  • A 65% reduction in the average number of clicks it took to reach the required knowledge

 

TSA Group noted a 21% AHT improvement during a trial with increased KMS usage across all tenure groups.

Within two weeks of implementation, 92% of users expressed high confidence in livepro. In an engagement survey, 98% mentioned it made their job easier, with 22% claiming indispensability.

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TSA Group decided to partner with livepro due to the system’s intuitive design, easy customization and ability to manage in-house.

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Samantha Duffy

, Group Manager, Training, Knowledge & Process at TSA Group

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