Case Study: TSA Group achieves 95%+ KMS utilization and 21% AHT reduction with livepro

TSA Group achieved a utilization rate above 95% across multiple channels using livepro KMS

TSA Group, one of Australia’s leading call‑center outsourcing providers, faced fragmented and inconsistent knowledge management after relying on SharePoint and multiple disparate systems. These issues drove higher AHT, heavier reliance on supervisors, longer competency ramp-ups and lower engagement. After an extensive RFP, TSA Group selected livepro and its knowledge management system (livepro KMS) to provide an easy‑to‑use single source of truth, quality content and stronger governance with a target utilization rate of 90%+.

livepro implemented a tailored KMS that centralized content, improved search and governance, and enabled easy customization and in‑house management; adoption was rapid (4,868 accesses in two weeks) with 92% of users confident within two weeks and 98% saying livepro made their job easier. Results included utilization above 95% across channels, a 21% correlated AHT improvement in trials, a 58% reduction in time to locate knowledge for new starters (32.5% for established staff), 75%/65% fewer clicks to answers, and a 17% reduction in use of support services.

TSA Group

Samantha Duffy

Group Manager