Outsourcing Contact Centre Knowledge Management Case Study

contact centre worker

Dynamic outsourcing contact centre has knowledge base technology at its heart

Contact 121 is no ordinary Contact Centre, they are an award winning outsource operation based in Australia. They have multiple customer contacts by a number of different channels and have both inbound and outbound telephone call operations. The owners are extremely proud of their growth over the last 10 years and have won a number of ATA awards for service. Contact 121 work with many blue chip organisations in Australia, USA and Europe.

Learn how they achieved this, download our case study:



KPS Knowledge Management Software users include:

Serco, capita, UnitedHealthCare

Learn how our customers are using Knowledge Management Software to improve service and efficiency:

  • Improving productivity and efficiency in a matter of days
  • Gaining access to information quickly and efficiently for daily tasks
  • Sharing information more effectively with Stakeholders in a secure environment
  • Obtaining insights through reporting features from user behaviour for staff and customers alike.

KPS knowledge management software is used as the core solution for enhancing service quality and delivery efficiency in IT Knowledge Management, IT Help Desk Knowledge Management, Help Desk Knowledge Management and Web Self Service Knowledge Management. Regardless of industry sector, knowledge source and format, a KPS knowledge management solution is quick to deploy and easy to maintain. Download our Outsourcing Contact Centre Case Study