Knowledge management is one of the aspects of call center services. A customer service representative in call centers has wide range of challenges, such as:

• Wide range of customer inquiries
• Legal responsibility for the information, a customer service representative provide to the customer
• Customer wished immediate satisfactory answer
• Call center operators work in a stressful environment
• Call center administrator pressurizes to reduce call time and produce more satisfactory results

Thus, the term knowledge management has wide array of senses depending upon the field. In call centers, it refers to immediately gather information from the customers and provide them the same details and information they asked for. It is a good knowledge management.

The system involves identification of a customer query, what customer wants to know, what other information a customer may need besides the information he or she asked for.

Benefits of knowledge management:
• Reduction in call duration
• Improved all handling and response time
• Few calls from the same customers

Conclusion:
Knowledge management is a system of practices that involves immediate satisfactory response. It reduces time duration and enhances customer satisfaction.