Case Study: Contact 121 achieves dramatic operational efficiencies and cuts training from 6 to 2 weeks with Knowledge Powered Solutions' Universal Knowledge

BPO Contact Centre Dramatically Increases Operational Efficiencies With Universal Knowledge

Contact 121, an award‑winning Australian BPO contact centre handling inbound and outbound multitenant campaigns, needed a way to deliver consistent, up‑to‑date information to agents, reduce errors and escalations, shorten call lengths and dramatically cut training time. To meet these demands they deployed Knowledge Powered Solutions’ Universal Knowledge as the knowledge base technology at the heart of their operation.

Knowledge Powered Solutions’ Universal Knowledge—with natural‑language search, fragmentised answers, decision trees, dynamic FAQs and news/alerts—gave supervisors a single place to update content and agents immediate access to the right information. Contact 121 reports major gains: training time fell from six weeks to two, agent errors and escalations dropped, Average Handling Time reduced by about 30%, interactions fell ~25% while First Contact Resolution rose to over 90%, outbound spend was cut ~15% and successful contact rates increased ~10%, delivering clear productivity and cost benefits.

Contact 121