Digicall Teleservices, One Click (Digicall’s technology arm) and MTS have been recognized by the Global Telecoms Business Innovation Awards 2013 for their combined project, ‘One Click Knowledge Management Solution’ and have been felicitated with the ‘Consumer Service Innovation’ award. This customized solution from One Click has been deployed at the Digicall Teleservices Contact Center for the customers of MTS India.
 
The Global Telecoms Business Innovation Awards 2013 were held in London, UK on June 4, 2013. The prestigious awards are designed to celebrate the collaboration between telecom operators and vendors for innovative projects that help improve the services to end customers.
 
MTS India had a vision to convert its Support Centre operations into “Digital Hub”, where customers can be serviced using innovative techniques besides providing voice based support. Company was keen to provide 100% first time resolution (FTR) by empowering Support Executives / Customers with an innovative solution.
 
It was as per requirement of MTS India that One Click developed an innovative and customized knowledge base that provides relevant information to support executives as step-by-step visual simulation. This visual simulation is also sent proactively to customers on email, which has led to a significant reduction in repeat calls. The solution is primarily focused on the customer support space where traditional knowledge management tools are not very effective as they are largely static in nature.

One Click’s application is developed to enable the conversion of static knowledge into actionable knowledge, enabling speedy resolution to customer queries and issues in a more consistent and efficient manner.“One Click has helped new executives to quickly gain experience by using the visual simulation which had led to reduction in training period by 24%. An inbuilt reporting engine captures the activity of executives during support calls that allow our trainers to identify the specific training needs of an individual. The initial overall efficiency of executives has improved by 16% after deployment of One Click and there is more to come” said Vlad Pozdyshev, Chief Customer Experience Officer, MTS India.
 
On the win, Sunil Batra, MD of Digicall & One Click expressed “We are thrilled to receive this prestigious award for innovation in customer service. Our award winning project, ‘One Click Knowledge Management Solution’ is based on our business philosophy that you don’t require highly-trained personnel to provide technical support for complex scenarios Our solution demystifies the process of knowledge assimilation and delivery, ensuring that your current support staff can be up-skilled to provide support for complex scenarios as they evolve.”
 
Added Vlad, “In the fast evolving world of technology, it is important to stay updated with the latest trends and upgrades. One Click has ensured that our support executives are constantly updated on the products they need to support”.
  
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