Call Centre Boosts Collaboration With New Knowledge Management Solution
Piraeus Bank is a leading banking and financial services group of Greek. The bank largely relies on Piraeus Bank Direct Services (PDS), an affiliate of Piraeus Bank, for its Call Centre services. While attending the calls from clients, the agents at the PDS make use of various sources like intranet sites of PDS and the Bank, the enterprise CRM application, etc to provide accurate information to the callers. In the recent times, it was noticed that the requests faced by the agents were quite complex or unique in nature, resulting to the provided service being highly dependent on agent's personal knowledge and experience. Therefore, Piraeus Bank decided to implement a Knowledge Management (KM) Portal that would provide essential information about the products and services offered by the bank. This case study discusses the KM solution based on Microsoft Office SharePoint Sever 2007 that was used by the bank to increase its collaborative capability. The new KM solution created by the bank was developed using the latest best practices in the KM arena. Three basic components of the system were Knowledge Management Portal, FAQ Management System, and Enterprise Search. The key benefits of this system were that the bank was able to enhance its superior performance in terms of customer service. It also helped in increasing the efficiency of its staff by creating, sharing, and re-using information across the team of agents.