Telecom Knowledge Management Web App for Call Center SupportTelecom Knowledge Management Web App for Call Center Support
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Base2Co: Telecom Knowledge Management Web App
I developed Base2Co, a custom, real-time knowledge management platform tailored for telecom and ISP call center agents. Built using Google Apps Script, HTML/CSS, and JavaScript with a Google Sheets dynamic backend, this mobile-responsive tool bridges the gap between complex documentation and fast-paced customer support.
​Key Features:
​Smart Search & Scenario Engine: Instant filtering of procedures and an integrated simulation engine for agent scripts.
​Intuitive UI: Fast navigation categorized by business universes (Prepaid, Postpaid, Internet, Roaming, VAS).
​Operational Efficiency: 1-click CRM template copying to eliminate manual typing errors.
​Impact: Centralizing scattered operational guides into this lightning-fast interface significantly reduced Average Handling Time (AHT) and improved First Contact Resolution (FCR) for the support teams.
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