Noda KMS which contains information on QIWI products and services serves as the basis for a single source of knowledge for contact center agents. To make information search more swift and accurate, the knowledge base structure has been streamlined, and the materials have been made more in-depth, consistent and easy to read. The NODA team has also developed article templates which facilitate comparing products and services by separate parameters and exclude the risk of forgetting to include important information in the article. Within the 3 months following Noda KMS deployment, contact center agents began to retrieve information in less than 5 seconds, and the number of mistakes in consultations was reduced six-fold.
"For us, the implementation of Noda KMS was not just a chance to streamline the knowledge base structure, but also make profound changes, such as bringing all the articles to a single and user-friendly visual design," says Lyubov Dubovitskaya, Head of Project Automation Dept at QIWI Client Services.
Another novelty was the implementation of an update feed personalized in accordance with the user's role. A system of notifications helps agents stay informed about all content changes: employees confirm they have read key notifications by clicking on a read receipt button or taking a mini-test. This way, the company makes sure all the employees are aware of content updates.
"The system of knowledge management can give an extra boost to the process of adaptation of newly recruited contact center agents: it will be easier for them to master the terms and corporate slang, get acquainted with product characteristics and learn to navigate the content structure," commented Alexey Zobnin, Noda KMS Project Lead.
The next stage of cooperation between QIWI and NODA will be the automation of corporate training program for agents.
QIWI is a leading provider of next generation payment and financial services in Russia and the CIS. It has an integrated proprietary network that enables payment services across online, mobile and physical channels. It has deployed over 18.1 million virtual wallets and over 113,000 kiosks and terminals. QIWI services helps merchants and customers to accept and transfer over RUB 135 billion in cash and electronic payments monthly, connecting over 31 million consumers who use its network at least once a month. QIWI’s customers can use cash, pre-paid cards and other electronic payment methods in order to pay for goods and services or transfer money across virtual or physical payment instruments.