Knowledge Base Model for Call Center Department: A Literature Review

Call center officers need to be knowledgeable to be able to give accurate information and fast service in terms of solving customer's problems. Various knowledge in the call center needs to be processed and stored to make a call center officer's job easier. Therefore, knowledge base is needed as a knowledge storage media for the call center. Thus, this research aims to design a knowledge base model that can be used by call center officers by summarizing and combining several literature data from previous researches. Using Kitchenham's method of literature review, six publications from two search databases were chosen in relation to the topic. The result of this research is a proposed knowledge base model that can store and combine various knowledge in call centers, namely experts' knowledge, standard operational procedure (SOP) of the call center, products knowledge, training materials, frequently asked questions (FAQ) and frequently escalated questions (FEQ). By using this model, various knowledge in a call center can be stored and reused by all call center officers who have access to the knowledge base.