Case Study: Serco achieves rapid adviser competency and operational efficiencies in public health contact centres with Knowledge Powered Solutions (Universal Knowledge)

Knowledge Management delivers efficiencies in Public Health Contact Centres

Serco, a global BPO provider delivering multiple public-health services from a single contact centre, needed rapid access to accurate subject knowledge across a wide range of topics so highly trained advisers could handle complex, bespoke citizen queries. They selected Knowledge Powered Solutions’ Universal Knowledge to consolidate disparate sources (websites, SharePoint, documents) into a single, searchable knowledge base.

Knowledge Powered Solutions implemented Universal Knowledge to index existing content, present best-matching document fragments, and push urgent updates via Hot Topics/Required Reading; the system went live after less than 10 days of KPS consultancy. As a result advisers find information within seconds, new hires reach competency faster with reduced training, and Serco reports improved consistency, productivity and faster speed to competency driven by the KPS solution.

Serco