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Knowledge Management

KCS: Reduce IT call volume and service desk workload

By Colin Bassant on March, 28 2017

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Colin Bassant

Service management consultant

In the quest for efficiency, service desk managers are constantly asking questions. How can we reduce the number of incoming calls? And how can we reduce the average duration of the calls we do receive? The simple answer is spelled knowledge management.

Knowledge Centered Service®

Maintaining a knowledge base might seem like a lot of work, but it’s an investment with excellent returns. A comprehensive but detailed repository of your supporting departments’ knowledge can save the departments a lot of time and effort when it comes to research – but that’s not all. If you grant customers access to the knowledge base, they will be able to answer their own questions, completely bypassing your service departments. Ideal, right?

Yes - but like we said, it is an investment. The reality many service desks face is that it is a challenge to keep the knowledge base up-to-date. This is why the Consortium for Service Innovation has developed Knowledge Centered Service, a set of best practices for knowledge management. We believe that this is the way forward for many service desks, and here’s why.

What can KCS do for your organization?

  1. Up to 60% shorter lead times and up to 50% increased ‘first time right’ resolutions
  2. New employees are up to speed 70% faster
  3. Up to 50% increase in customers independently resolving their own calls

Rather incredible figures, but they are true.

Implementing KCS

The key to ensuring KCS’ success within your organization is making your supporting departments realize this: KCS is about registering knowledge for every customer, not just the one who happens to ask for it. Once all supporting departments are on board with this, it should be a lot easier to implement the process necessary for KCS. 

The process


  • When a customer asks a question, check the knowledge base to see whether you already have the answer.
  • You have an answer – but is it the right one? Has something changed, or did the previous solution prove to be less than ideal? You may need to update the knowledge base.
  • Make sure to add all new questions and answers to the knowledge base – before you know it, you’ll have an extensive database of any and all problems your customers may run into!

Based on our experience with lots of KCS implementations, my colleagues and I have made a 6-step plan to implement KCS for your team. We tried our best to make it as simple and easy to implement as possible.

Empower your end-users

Do you want to give your end-users the power to resolve their own calls? Make sure they can access your knowledge base – and know where to find it. Read about promoting your knowledge base to customers.

Giving your users the access will undeniably mean they solve many of their own problems, without your supporting departments having to get involved.

Share Knowledge Better in your Organisation

Want more inspiration on sharing knowledge? Download our Knowledge Management e-book for tips and tricks and a way to calculate your time and cost savings. Download the Knowledge Management e-book

Knowledge Centered Service is a method developed by the Consortium for Service Innovation. This article is an interpretation of that method and in no way suggest to be the correct one. All rights and interpretations belong to the Consortium for Service Innovation and can be found on www.serviceinnovation.orgKCS® is a service mark of the Consortium for Service Innovation™.

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