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What is Call Center Knowledge Base and How to Build It? | 2024 Updated

Written by

 Jeremy Gallemard

In the world of call centers, efficiency is the name of the game. A well-organized knowledge base is the silent force that keeps operations smooth. Imagine a space where answers are at the fingertips of agents, and customer issues are resolved swiftly. This is the practical essence of a thoughtfully designed call center knowledge base – a practical tool that enhances customer service in real time.

Read on to learn about the fundamentals of a call center knowledge base (KB):

Let's get cracking!

What is Call Center Knowledge Base?

A call center knowledge base refers to a centralized repository of information, documents, procedures, and resources that is specifically curated for the use of call center agents and customer support representatives. 

What is Call Center Knowledge Base

The knowledge base typically includes 

  • FAQs, 
  • troubleshooting guides, 
  • product information, 
  • policies,
  • other relevant documentation

to empower call center staff with the necessary information to assist customers effectively

Call center knowledge base is well-proven to substantially improve customer service. Let's find out the benefits of a call center knowledge base. 

Why is Call Center Knowledge Base Important? 

Regarded as a database for call center, a knowledge base has a lot to bring to the table. Here comes the list of its substantial benefits. 

Why is Call Center Knowledge Base Important

Accelerated issue resolution

Implementing a call center knowledge base significantly reduces resolution times. Agents can swiftly access troubleshooting guides, FAQs, and solutions, leading to prompt and effective issue resolution. For instance, a study found that organizations with a knowledge base experienced a 20% faster resolution time compared to those without.

Consistency in customer interactions

Consistency is key to delivering exceptional customer service. With a knowledge base, all agents have access to the same set of accurate and up-to-date information. This consistency ensures uniformity in responses and fosters trust. 

Empowered new agent onboarding

Reducing the learning curve for new agents is crucial. A knowledge base streamlines onboarding, enabling new hires to quickly familiarize themselves with product details, policies, and procedures. This not only saves time but also cuts down on training costs. Research by Harvard Business Review reveals that companies with effective onboarding programs achieve 51% greater new hire productivity.

Enhanced customer satisfaction

A knowledge base contributes to a positive customer experience by providing quick and accurate responses. Improved satisfaction leads to customer advocacy and positive word-of-mouth. According to research by Bain & Company, a 5% increase in customer retention can boost profits by 25% to 95%.

Cost savings through optimization

Efficiency gains translate into cost savings. Quick problem-solving and reduced call handling times optimize resource utilization, resulting in tangible financial benefits. 

Groupe Bayard reduces 10% of average handle time (AHT) and reduces 50% of the time for agents to develop skills after deploying a knowledge management platform - Smart Knowledge. Investigate Groupe Bayard’s strategy to transform customer and employee experience. 

internal knowledge base case study of Bayard

Real-time adaptability

In a dynamic business environment, being able to adapt swiftly is crucial. A knowledge base can be updated in real-time to reflect changes in products, services, or policies, ensuring that agents always operate with the latest information. This adaptability contributes to agility and competitiveness.

Self-service options for customers

A well-structured knowledge base offers self-service options for customers. They can find answers to common queries without the need to contact a representative, leading to a more streamlined customer journey. According to Microsoft, 90% of customers now expect an online portal for self-service.

Insightful data-driven decision-making

Analyzing usage patterns within the knowledge base provides valuable insights into common customer issues. These insights empower organizations to make data-driven decisions, improving overall service quality. McKinsey & Company found that data-driven organizations are 23 times more likely to acquire customers.

Scalability for growing operations

As call center operations expand, a knowledge base can seamlessly scale to accommodate a larger volume of information and support an expanding team of agents. This scalability ensures that the system remains robust and effective as the business grows.

The advantages of a call center knowledge base are disputable. That’s why organisations should pay heed to creating a call center KB as soon as possible to not only boost sales efficiency but also improve knowledge retention. Scroll down for the comprehensive guide!

How to Build A Call Center Knowledge Base for Your Business?

Perfect execution stipulates a well-crafted plan. This strategic blueprint unveils a roadmap, allowing businesses to not only meet but exceed the expectations of their customers and call center agents. Let's find out how to effectively build a call center knowledge base.

Define your knowledge base objectives

In the intricate dance of customer service, clarity is paramount. Begin by defining the objectives of your call center knowledge base. Whether it's optimizing agent efficiency, elevating customer service standards, or slashing resolution times, articulate your goals to pave the way for a purpose-driven knowledge base.

Get a better grip on knowledge management within business:

Identify key content categories

Navigate the vast sea of information by categorizing key content. Identify common themes in customer queries and the specific needs of your call center agents. This organizational prowess ensures that your knowledge base becomes a beacon of efficiency, guiding users to the information they seek with seamless precision.

Here are examples of essential content categories for a comprehensive knowledge base:

  • Product information,
  • Product updates and announcements,
  • Troubleshooting guides,
  • FAQs,
  • Policies and procedures,
  • Script templates for sales agents,
  • Training materials,
  • Knowledge base usage guidelines,
  • Customer feedback and surveys, 
  • Industry compliance information,
  • Multimedia resources.

Choose a knowledge base platform

In the realm of knowledge management, the choice of platform is akin to selecting the right tools for a masterpiece. Explore and select a platform that aligns seamlessly with your business requirements.

Smart Knowledge stands out as an award-winning tailor-made knowledge management solution that turbocharges agents with a plethora of powerful functionalities, particularly, the AI-driven editor and AI-powered search engine. 

 With a view to 100% aligning our platform with the specific processes and objectives of your business, we also prioritize customisation. This alignment of Smart Knowledge ensures that it is an integral part of the overall business strategy, contributing to the achievement of organizational goals.


Develop comprehensive content

The heart of any knowledge base lies in its content. Dive into the creation of authoritative and comprehensive content, addressing FAQs, troubleshooting guides, and relevant policies. Regularly breathe life into your knowledge base by updating content to reflect changes in products, services, or industry regulations.

To dig deeper into how to create helpful content for your call center knowledge base, check out:

In case, you are pretty new to content creation, an AI-fueled editor will be a great help to save time and improve the content quality.  

Foster collaboration with user contributions

In the spirit of collaboration, invite call center agents to contribute their insights to the knowledge base. Businesses can harness the collective wisdom of frontline heroes, fostering a culture where shared knowledge becomes a powerful asset.

Explore 10 steps to improve knowledge sharing across your organisation

Enhance with multimedia content

Knowledge managers and contributors can elevate knowledge base from the mundane to the extraordinary by infusing it with multimedia content. From engaging video tutorials to informative infographics, leverage diverse content formats to make complex information not only digestible but enjoyable.

knowledge base multimedia content

Ensure mobile accessibility

In a world dominated by mobile devices, ensure that your knowledge base adapts seamlessly. Empower call center agents to access critical information on various devices, providing flexibility and responsiveness in an increasingly mobile-centric work environment.

Monitor usage and gather insights

Businesses should uncover the secrets hidden within usage patterns by: 

  • Regularly monitoring the knowledge base's pulse, 
  • Analyzing frequently accessed articles,
  • Gathering insights into common customer issues. 

Let data be your guiding star, refining and optimizing the knowledge base for ongoing excellence.

How Smart Knowledge Turbocharges Your Call Center?

In the ever-evolving landscape of customer service, businesses are constantly seeking innovative solutions to streamline operations and enhance efficiency. Enter Smart Knowledge – an AI-powered knowledge base solution designed to empower businesses of all sizes, turbocharging their call centers with a suite of unparalleled attributes.


Custom solutions tailored for your team

Smart Tribune takes customization to a new level. The development team meticulously examines the unique requirements of each client, crafting a bespoke software solution that seamlessly integrates with their call center operations. This tailor-made approach ensures that Smart Knowledge becomes an organic extension of the team, perfectly aligned with their workflow and objectives.

AI-powered editor - Facilitating effortless FAQ creation

A standout feature of Smart Knowledge lies in its AI-powered editor which is called Smart AI. This cutting-edge tool simplifies the FAQ creation process for both internal and external use. Powered by artificial intelligence, the editor assists in crafting comprehensive FAQs, ensuring accuracy and relevance. This not only saves time for call center agents but also enhances the quality and depth of information available for customers, fostering a self-service culture.

Smart AI even goes the extra mile to exceed your customer's and agent's expectations with the multilingual translation feature. Call center agents can leverage the power of genetive AI to translate answers or solutions into over 100 languages. This localization will give your business an upper hand in globalization. 

Check out the potential growth of generative AI in customer service.

NLP-powered search engine

Smart Knowledge boasts a Natural Language Processing (NLP) search engine, setting it apart from traditional knowledge base solutions. This advanced search functionality allows users to interact with the system using natural language, making information retrieval faster and more intuitive. The NLP engine understands context, delivering precise results and reducing the time agents spend searching for relevant information.

Learn more about the advantages of NLP in customer service and semantic analysis in customer success

Intuitive dashboard for knowledge management

Managing knowledge has never been more intuitive. Smart Knowledge provides a user-friendly dashboard or Smart Dashboard that empowers administrators to efficiently organize, update, and monitor the knowledge base. This intuitive interface ensures that the knowledge management process becomes a seamless and user-centric experience, allowing for quick adaptations to evolving business needs.

smart tribune smart dashboard

Diverse content formats supported

Smart Knowledge recognizes the importance of diverse content formats in catering to different learning preferences. Smart Knowledge supports a wide array of content formats, which are

  • Text, 
  • Images/videos,
  • PDF documents,
  • Summaries,
  • Accordions,
  • Step-by-step tutorials.

This flexibility ensures that information is not only comprehensive but also engaging, accommodating the varied needs of both customers and call center agents.

Powerful analytics and reporting

Smart Knowledge's analytics and reporting capabilities provide a 360-degree view of the knowledge base ecosystem

Imagine being able to identify the most searched-for topics, understand customer pain points, and assess the effectiveness of knowledge base content. Armed with this information, businesses can refine their content strategy, tailor training programs for call center agents, and proactively address customer concerns.

Moreover, the analytics and reporting tools offer a real-time pulse on customer interactions. This enables businesses to adapt swiftly to evolving customer needs and market trends. 

The result? A call center that operates not on assumptions but on data-driven intelligence, leading to enhanced customer satisfaction and increased sales efficiency.

Quicker access to knowledge with extension

Time is of the essence in a call center environment. Smart Knowledge facilitates quicker access to information with convenient browser extensions on Chrome and Firefox

Agents can retrieve knowledge directly from their browsers, eliminating the need to navigate away from their current tasks. This seamless integration significantly reduces response times and contributes to a more efficient customer service process.

smart tribune extension

Seamless integration

Integration is a key factor in the success of any software solution. Smart Knowledge seamlessly integrates with existing systems, ensuring a smooth transition and minimal disruption to ongoing operations. 

Smart Knowledge is known as a fully-connected customer service ecosystem with integrations with

  • CRM tools, such as Salesforce, Zendesk.
  • Communication platforms, like Whatsapp, Messenger, Teams,
  • Other business applications.

The list of integrations keeps growing. Find out more about technology integration and partnerships.

Apparently, Smart Knowledge is not just a knowledge base solution; it's a strategic ally that propels businesses into the future. By embracing Smart Knowledge, businesses can revolutionize call centers, fostering a culture of efficiency, innovation, and unparalleled customer service.

FAQs about Knowledge Base for Call Center

1. What is a call center?

A call center is a centralized facility or department where agents handle incoming and outgoing customer communications, primarily via telephone. Its primary purpose is to manage customer inquiries, provide support, handle sales, and offer various services efficiently.

2. What is call avoidance in call centers?

Call avoidance in call centers refers to the intentional efforts made by agents to minimize the number of incoming calls. Agents may employ various tactics, such as extending call duration or avoiding certain types of calls, to reduce their workload or meet specific metrics, impacting overall service quality.

3. What do call center agents do? 

Call center agents handle incoming and outgoing communications with customers. Their responsibilities include addressing inquiries, providing customer support, processing orders, resolving issues, and offering information about products or services. Agents typically use phone systems and computer software to manage and document customer interactions.

Final Thoughts on Contact Center Knowledge Base

As we wrap up our exploration of a call center knowledge base, its practical significance becomes evident. It isn't just a repository of data; it is a tool that drives real change. 

In the fast-paced world of customer interactions, where precision and adaptability matter, a dependable knowledge base emerges as a critical asset. It shapes the future of call centers by fostering adaptability, equipping agents, and ensuring customer satisfaction.

With over 150 key clients worldwide, Smart Knowledge proves to be a leading call center knowledge base solution for organisations in light of its robust functionalities. Wait no more, give Smart Knowledge a whirl to enhance your call center today.

Hope that after reading this article, you are ready to innovate your call center with an influential knowledge base. Should you have any further inquiries related to the call center knowledge base, drop us a line for assistance.

smart tribune demo

Jeremy Gallemard

Hello! I'm Jérémy, President & Co-founder of Smart Tribune. With my background in the digital & customer experience space I'm happy to share my insight & practical advice on customer experience today & what it might look like tomorrow. Happy reading!

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