The basic prerequisite for any knowledge base is fast and easy access to knowledge it contains. And this is what our OnePlace solution really can do. Right on the home page there are tiles with links to Popular topics, News, Instant messages or the most frequently visited topics. The user can get to the knowledge needed through the category tree or they can use the full-text search box. It is easy to find the answer to a question in clearly organised results.
To enable the users search for knowledge, first someone has to insert it to the knowledge base. We try to fully meet the requirements of the users and we offer an easy editorial process, the possibility of bulk import and other actions such as moving, deleting or publication of more topics simultaneously. There is an HTML editor available, in appearance similar to MS Word to which most users are accustomed.
The fundamental pillar of OnePlace is the possibility to determine the responsibility for inserted knowledge. Every user in charge of a part of the knowledge base is responsible for the content quality and knowledge topicality by setting its validity. Then ordinary users only see the currently valid knowledge and only that they are authorized to. All the rest, including inaccessible categories or functionalities of the application, remains hidden for maintaining clarity. Hand in hand with the validity goes the high clarity of the user interface. If it is necessary to come back to the historical knowledge, the „reader historian“ user enables an ordinary user to access the knowledge the validity of which expired and in such a way, that it is clear at first sight which knowledge is no longer valid.
Reports provide information about most frequently searched terms, visit rate and evaluation of topics, detailed history of their processing and confirmation of read instructions.
We regularly visit our customers to find out what could be done better. Our customers have designed an application that meets their most demanding needs. In regularly irregular cycles we issue new versions that always bring new functionality, optimizing or improvement of control, appearance and behaviour of OnePlace.
I am an operator and a customer asks me about something I do not remember.
Where should I find the information?
Is what I found correct and valid?
How was it in the previous version, what is new about this piece of information?
What is new today, what are we supposed to tell the customers?
Who should I let know that some information is missing or incorrect?
I do not want to read long documents, I need to find quickly only the essentials.
Call centre and back office employees face such questions and needs on a daily basis.
Therefore we have got to work and developed a solution OnePlace – a specialized knowledge base solution for call centres.
OnePlace provides answers to these questions and thus becomes an irreplaceable tool for an operator, as it offers necessary information quickly, clearly and with the guarantee of being up to date.
AEGON insurance company contact centre serves company clients and representatives of external business networks. Under the auspices of OpenOne the company succeeded in delivery of basic technologies - telephons for phone call routing, system for recording phone calls, queue for processing customer emails - and also delivery of unified application interface for operators. The solution is extended by the module of OnePlace knowledge base and is prepared to support inbound calls, outbound calls and inbound emails.
Strategy of internal Contact Centre
Our consultants led AEGON project team through the whole process of the preparation of the contact centre utilization strategy. A detailed structured capacity model originated, quantifying the need of number of staff for providing expected level of client service, independent organizational structure, process of recruiting specific roles and detailed financial cost model.
SAZKAmobil Customer Care support
Conectart (before Informační linky) chose for SAZKAmobil customer care support the solution OneSolution together with OnePlace knowledge base by OpenOne. OneSolution supports processing of incoming communication via phone, email and web. The operator has immediately available all information needed for processing of the customer requirement, e.g. prepaid credit amount balance, the number of sent text messages, the data usage, an overview of activated services and complete history of calls, orders or topping-up credit and communication with the contact centre.
OnePlace knowledge base helps operators to search needed information for action support quickly.
Contact centre streamlining
OpenOne consultants help in long term to increase efficiency of Conectart Contact Centre operation (also 1188 service operator) and along with it to implement new projects focused on delivery of Contact Centre professional services for companies MND – Plyn z první ruky and SazkaMobil. The project includes setting of supervision over the quality, calibration, introduction of customer feedback, setting of work flow, KPIs and responsibilities and many other areas necessary for fulfilment of customer expectations.
Unified desktop for phone bankers
The bank management decided to support, streamline and improve client service by a unified application interface for phone bankers. OpenOne together with one of its telephony sub-suppliers supplied OneSolution, a complex solution of a unified desktop, that connect in one application processing of inbound calls, inbound emails and outbound phone campaigns. OneSolution is integrated with primary CRM system and users can see from one spot or quickly access any client data. A detailed client card and complex communication history including the possibility of replaying the recorded calls is a commonplace.
Efficient client service is also supported be OnePlace knowledge place, which is OpenOne original solution.
Customer satisfaction survey
OpenOne does on a regular basis a customer satisfaction survey of the Customer Care department and invoice department for ČEZ Zákaznické služby. The staff feedback was obtained through tailored electronic questionnaires with anonymity guarantee. The result assessment includes comparison with the latest assessed period and expert recommendation what to do in order to improve results in critical areas.
Improvement of the use of operational reporting
Within ČEZ Zákaznické služby OpenOne consultancy team participated in preparation and controlled implementation of specialised workshops focused on the improvement of operational reporting for direct management and assessment of operational situation. The aim was to involve the entire team of supervisors in all locations providing a contact centre. The workshop also included an outcome mapping feasible changes of current reporting documentation and recommendations for staff skills development. Half-day workshops were highly interactive with specifically defined topics and large impact on the real operation.
OnePlace is used in the Service Desk department of ČEZ ICT Services as Information Database to support the service of all users and employees of the multinational group ČEZ. The solution enables them to insert data and search information via categories and full text. There are also further functionalities saving time and training costs.
Operational optimization of Service Desk department
Our consultancy team also cooperated with ČEZ ICT Services to generally optimize the Service Desk department providing support to all employees of ČEZ group. The proposed system of monitoring the performance of individuals and rules for operational management caused higher efficiency of all the team. The consultancy service also included preparation of responsible staff for the new concept of managerial roles. Thanks to clear results the project was also positively assessed by the contracting entity.
OnePlace knowledge base solution
Československá obchodní banka uses in its Client Centre OnePlace knowledge base solution for registering information by about 540 agents. Except for standard functionalities for searching, the complex work flow, news functionality and instant messages and instructions functionality is also used for inserting information.
To use the solution in the best way and to ensure the highest efficiency for the bank we provided the Client Centre also with expert consultancy. Its aim was to find a specific recommendation for improvement of the process of inserting information and simplification of all information in the knowledge base.
Consultancy with phone sales
OpenOne, represented by Tomáš Dočekal, performed within two weeks analysis of successfulness of Bankinsurance. The final outcome of the analysis contained recommendation divided into three key areas and listed according to priorities. ČSOB team obtained clear and quickly implementable recommendations what to focus on to achieve required increase in sales of this product.
Wallboards for contact centre management
OpenOne consultants performed a business assignment definition of operational wallboards optimization for individual CC departments. The aim was to modernise them and to increase their benefits in practical operator capacity management.
OpenOne implemented OnePlace knowledge base into the environment of Pražská plynárenská through the company ISE-Informační služby energetika, a.s. The solution serves to contact centre operators who can quickly and in a well-arranged way search information provided to customers.
OnePlace knowledge base
NN Životní pojišťovna uses OnePlace knowledge base for its contact centres servicing customers from the Czech Republic and Slovakia. NN Životní pojišťovna uses OnePlace solution as a Service. The solution is placed in a modern data centre. Thanks to OnePlace solution NN Životní pojišťovna succeeded in unifying all materials, guidelines and procedures used daily by operators of contact centres and saving them at one place. Operator work was successfully streamlined and information provided to clients specified. Our work included also workshops and consultations for creating of inserted information structure, from setting the category tree to designing the content of a specific topic.
Complex analysis of Contact Centres
OpenOne consultancy team performed a complex analysis of contact centres in the Czech Republic and Slovakia.
The aim of our cooperation was to create a system for remunerations for all levels and specializations of the contact centre. The motivation system was defined for service operators, retention operators, supervisors and team leaders. The cooperation included also a definition of a career growth of the contact centre employees.
Customer satisfaction surveys
OpenOne implemented for Allianz insurance company customer satisfaction surveys via text messages. The project included setting of the survey and its complex implementation.
Knowledge base Allipedie
Operators of Allianz contact centre use for processing customer requests the knowledge from OnePlace Knowledge base. Thanks to that they are able to process the requirements quickly and efficiently.
Retention process analysis
OpenOne consultancy team prepared the customer retention policy. It provided the company with detailed information for decision and setting of priorities together with timing of retention processes implementation.
Customer care analysis
Our consultants focused on outcomes in information sharing, processing of non-telephonic communication and providing of feedback to operators.
Complaint process revision
The aim was to find bottlenecks in the process, improve its efficiency and thus solvers and customers satisfaction. We proposed organizational changes, key KPIs and we set the benchmark of number of complaints that Allianz should record.