Knowledge Assessment & Management
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Staff knowledge of systems, processes, procedures, products, services, rules and regulations is essential to ensure swift and accurate
completion of of any customer-related activity and hence maintain a good level of service.
However knowledge erodes over time and unless it is refreshed regularly, performance will deteriorate, errors become more frequent, and consequently
both cost-to-serve and risk of regulatory / compliance failure increases. But training costs can be considerable, both in terms of physical
delivery and agent downtime. This is exacerbated by the predominant practice of training all staff rather than targeting those that need it.
SECOR's Knowledge Assessment service is designed to ensure staff knowledge, and hence compliance, whilst minimising the time spent offline
and ensuring assessment costs are kept to a minimum. This is achieved by performing knowledge assessment and top up training at the individual's
desk, ensuring testing and training are delivered quickly and easily for a fraction of the price of normal methods. In this manner staff can be
assessed periodically to determine their training needs, allowing training to be delivered only to those that need it via the tool for top up
knowledge enhancement or via in-house training and e-learning tools for more extensive training requirements.
The solution also maintains the assessment records of staff including subjective assessments, and can be linked to incentive schemes to promote
self learning and telephony to support skills-based routing.
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