July 22, 2015

Knowledge Management Systems

In an effort to manage the flow of information regarding process, procedure and basic company information that is available to all employees, CaptionCall has a specific place designated for use, called Portal. With so many employees and 8 centers located in different states, it is necessary to have a way to facilitate the sharing of information. This increase the knowledge of the employees on helpful tricks they can use to improve their job performance. We have a place that they can go specifically designed to pull up audios for practice. This helps them to hone their dictating skills and improve their customer service. There are audios that range 200-240 words a minute that will give them a gradual increase in speed and a steady improvement in performance.

There is also a long list of files that teach processes for things like schedule changes, call formatting, dress code, and vacation dates and pay.  Having a place for employees to go for this type of information helps to ease the flow of communication between employees and supervisors as well as supervisors to managers. Having this Knowledge Management System in place prevents information overload on the upper management. It also empowers the employees to find the answers to their questions. Of course if they are having trouble finding what they are looking for we are happy to help.

In this same place is where the TLS group inputs information from our daily work. This includes team calls, ECHO scores, monitored calls, and attendance. As the forms are filled out, reports are generated and are then used in accurately assessing the daily tasks that are being done. As time moves forward, we have a place to go where we can locate specific information, or see if something perhaps was missed and needs to be added.

Our schedules are also located in a type of Management System. While CAs can only access their schedule, the managers and supervisors can view anyone in their given center. This is helpful when covering for another TLS and we need to find the schedule of one of their team members. We are able to share scheduling information within the system and add things such as team meetings, one on ones, or technical difficulties. This in turn informs the CAs of the specific things that they are scheduled for on any given day. This reduces the number of emails or IMs that need to be sent out when things are planned or changed. This also coincides with doing attendance through Portal. Punches are generated through Portal and we check actual schedules.