Customer Service Team Competency and Knowledge Management Solution

The Riverside Group, a major social housing provider in Liverpool, is seeking a solution to improve colleague competency and service quality in their Customer Service Centre, which handles approximately 1 million customer contacts annually. The organization aims to enhance service delivery while reducing operational costs and improving the customer experience across multiple service areas including Repairs and Maintenance, Income Management, Housing Management, Building Safety, Complaints, Anti-Social Behaviour, and Safeguarding. Current challenges include: average call handling times of 10+ minutes (target: 8 minutes) with customer wait times of 7-10 minutes (target: 3 minutes); 40% of handling time spent on after-call work; customers placed on hold for over 3 minutes on average; advisors making 300+ support requests daily (100,000+ annually) via team chat due to knowledge gaps; and 20+ known knowledge or process issues resulting from recent system migrations affecting 450+ knowledge articles. The organization requires a comprehensive competency and knowledge management solution that will standardize processes, reduce handling times, improve advisor availability, minimize knowledge gaps, and enhance overall service standards and compliance across the customer service function.