The challenge

Associates for a global  airline struggled to find the information they needed in an outdated and inefficient knowledgebase. 

The knowledgebase volume had grown so large that relevant information was getting buried. About 80% of documents contained expired and outdated information and many documents hadn’t been viewed in the last six months. 

Prolonged search times led to growing average handle time (AHT) as well as declining user satisfaction and efficiency, reduced productivity and engagement, and inefficient customer handling.

Our solution

TTEC began by assessing the current state of the client’s knowledgebase to identify areas for improvement. We determined the best way to improve the efficiency and speed of searches was to curate the knowledge base. 

Working with the client’s customer experience and operations teams, we identified 3,783 documents that:

• Were published between 2016 and 2022
• Contained expired or outdated information
• Had no views in the last six months

We then worked with the client to determine whether each of those documents should be archived or updated and kept in the knowledgebase. Most of the documents (2,980 of them) were archived, making the knowledgebase much more streamlined.

The results

Our work increased efficiency, knowledgebase engagement, and user satisfaction. The curation process achieved a 42% reduction in search time. Average handle time dropped by a minute, which saved the client an average of more than $2 per call. 

Associates were more likely to use the knowledgebase, now that it was easier to use and more helpful – usage grew 13%. After seeing the benefits of curation, the client planned to conduct annual knowledgebase cleanups.

“This was a lengthy but needed project,” said an employee at the company. “We had policy and campaign briefs and procedures that were extremely outdated and irrelevant…Clearing the catalogue and archiving these documents has helped me and our agents get to the right information in a timely manner without any fuss.”