How does knowledge sharing improve customer service in BPOs?

This article is a submission from Knowmax. Knowmax is an AI-powered knowledge management solution that helps companies provide first-rate customer experience.

How does knowledge sharing improve customer service in BPOs?

Knowledge sharing improves customer service in BPOs by giving agents fast access to the right answers, so they resolve issues quickly and consistently.

In short, it turns scattered know-how into a shared asset. Here is how that helps:

• Agents find answers faster, which cuts handle time and wait times.
• Customers get the same answer across every channel.
• New hires get up to speed sooner, which lowers training costs.

In the fast-paced business process outsourcing (BPO) industry, customer service is always a top priority. So knowledge sharing through knowledge management (KM) systems is essential to help you stand out from the competition.

One main goal of KM is to make knowledge sharing frictionless. As a result, employees can more easily find and share what they need to do their jobs well.

A central place to store and access information helps a lot. For example, KM systems help staff find the knowledge they need to solve customer issues. In turn, this improves service and drives business growth.

This blog will explore how better knowledge sharing reflects positively on customer service.

What does knowledge sharing mean?

Knowledge sharing is the practice of making information easy to reach for any employee who wants it. It also means giving the right information directly to the person who will use it for the business.

In fact, knowledge sharing is the most crucial success factor for knowledge management (KM). The exchange of workers’ skills and experience means the whole team can tap the organization’s knowledge when they need it. Its benefits include protecting intellectual assets and boosting productivity. A clear knowledge transfer process keeps that know-how from leaving when people do.

Importance of knowledge sharing in BPO

International Data Corporation (IDC) estimates that Fortune 500 firms lose at least $31.5 billion a year due to poor information sharing. So the cost of getting this wrong is huge.

When a knowledge-sharing framework works well, the right people get the right information at the right time. They also know how to share it and where to search. From a manager’s view, this means streaming information smartly without overloading the team.

A sound KM system helps customer service representatives (CSRs) find what they need fast. In addition, it lets them share knowledge, so everyone stays current on the latest steps and policies.

A KM system can be as simple as a shared folder full of data. However, it can also be a full software application. Either way, it is a must-have for every BPO provider that wants to deliver top care. Picking the right knowledge base software often makes the difference.

How does BPO’s customer service improve through knowledge sharing?

Knowledge sharing (KS) and knowledge management (KM) work together to hit measurable goals. The main benefits include the following.

1. Higher customer satisfaction

Knowledge management strategies sharply raise service quality. As a result, customers are more likely to get the right answer quickly. So there is less need to put them on hold or transfer the call. Clearly, better service helps any firm. In fact, a higher Customer Experience Index score links to more traffic and loyalty.

2. Reduced support costs

Knowledge management helps a BPO cut service costs sharply by:

• Reducing repeat calls and lowering the average handle time (AHT), average talk time (ATT), and total talk time, while boosting agents’ ability to resolve many issues.
• Improving an agent’s capacity to handle more customer calls.

Tracking customer service metrics shows exactly where these savings come from.

3. Increase in customer retention

A KM system helps BPOs get a higher ROI by keeping customers. For example, they can build a knowledge base where customers find answers on their own.

So BPOs build relationships based on familiarity, trust, and value. When needs and pain points are met, customers feel satisfied and tend to stay. Still, this only works if BPOs use their knowledge well to move customers from problem to solution with no friction.

4. Increase in agent productivity

BPOs spend heavily on agent training, which is resource-intensive. That worked well in the past. However, the rise of automation and self-service has changed how BPOs run.

Traditionally, agents solved every customer issue. Now, only the most complex cases reach them. So rather than lean on classroom training, firms deploy a centralized knowledge repository that even new agents can use on the job. As a result, this cuts time to proficiency, lowers costs, and lifts productivity. A solid training program for customer service works best when it sits on top of that repository.

5. Fill in the blind spots

A BPO’s knowledge base centralizes the firm’s vital information in one place. In this process, BPOs assess their own expertise. Then they check whether they have the skills and knowledge to meet customer needs.

If queries often go unresolved, it is worth investing in the right tool to fill the gap. For example, an effective KM system gives a clear picture of knowledge base performance through reporting. The reports show which articles work well and which need change. They also show the keywords that led to successful searches and those that did not.

6. Consistency in multichannel service

Research by Salesforce found that 75% of customers want a unified, consistent experience across every support channel. However, without a KM system, a BPO cannot easily manage the answers customers get.

KM practices make sure customers who ask the same question get the same answer. This holds true regardless of the agent, channel, or mode of contact. Once that consistency is in place, the business can then work on quality and productivity. This is also a core goal of customer experience optimization.

7. Improvement in overall service

Knowledge management practices also lift service quality a great deal. As a result, customers are more likely to get the right answer, and get it fast. So there is less need to put an anxious customer on hold or transfer the call. Better service clearly helps any company. In fact, a higher Customer Experience Index score links to better traffic and more loyalty. Increasingly, firms pair KM with artificial intelligence in customer service to push these gains further.

Frequently asked questions about knowledge sharing in BPOs

Here are the questions BPO leaders ask most about knowledge sharing.

What is the difference between knowledge sharing and knowledge management?

Knowledge management is the full system for capturing, storing, and using information. Knowledge sharing is one part of it: the act of passing the right information to the right person. So sharing is the day-to-day habit that makes the wider system work.

How does knowledge sharing lower BPO support costs?

It cuts repeat calls and reduces average handle time, so agents resolve more issues per shift. In addition, it shortens training, because new hires learn on the job from a shared knowledge base.

What makes a knowledge-sharing system effective?

A good system is central, easy to search, and kept current. For example, it should show reporting on which articles help and which fail. Because of this, teams can fix gaps before they hurt service.

Does knowledge sharing help with multichannel customer service?

Yes. It makes sure customers get the same answer across phone, chat, email, and more. As a result, the experience stays consistent no matter which agent or channel handles the request.

Author Bio

Baphira Wahlang Shylla is a member of the digital marketing team at Knowmax, a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics.

Other than her passion for digital marketing, she is an avid reader who dabbles every now and then in painting and digital art.