Global Telecom Business Awards 2013 honors One Click, Digicall and MTS India

For the “One Click Knowledge Management Solution” project, Digicall Teleservices, One Click and MTS have been jointly recognized with the Global Telecoms Business Innovation Awards 2013 and have also been felicitated with the “Consumer Service Innovation” award. This customized solution from One Click has been deployed at the Digicall Teleservices Contact Centre for the customers of MTS India.
 
Sunil Batra, MD, Digicall & One Click, said, 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 upskilled to provide support for complex scenarios as they evolve.
 
“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.
 
One Click Management solution gained this recognition as it is focussed 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.