Campus Connect™ Call Center
An inbound contact center partnership with Global will improve enrollment and retention by improving student service, reducing hold times and reducing abandonment rates.
Many Colleges struggle to provide great service throughout the academic year. This is especially challenging during peak periods when call wait times and abandonment rates can be high. The College staff is taxed with face-to-face counseling, packaging and compliance activities.
The Global inbound contact center can reduce administrative calls so your staff can focus on campus counseling, strategic activities and escalated issues.
The Basics
Global offers an inbound contact center service that can receive calls, e-mails and chat sessions for Institutional offices including financial aid, Bursar and enrollment support.
When a student calls we access the Student Information System and answer questions and enter notes. Warm transfers to campus staff are made for escalated issues. Daily reports are sent to staff for non-urgent matters.
Global utilizes a core ‘plus’ staffing model where a primary team works on your account. The number of contact center advisors will vary to accommodate low and high volume months. In addition to the core staff there is a cross-trained secondary staff that works on other accounts with similar characteristics.
Global creates a customized training plan that incorporates nuances such as institutional policies, scholarships, State grants, Student Information System workflow, etc.
Improve service by outsourcing inbound financial aid, bursar and enrollment support calls to a higher education specialist that leverages economies of scale. Global reviews student status and enters notes in the College Student Information System. We transfer calls that require escalation and provide daily reports. Clients receive service levels that include average seconds to answer and abandonment rates. Colleges only pay for calls answered by Global.
Training takes approximately 5 weeks and we encourage a collaborative training curriculum development process with each client.
All calls are recorded and monitored for quality assurance. The Global telephony systems allow Supervisors to listen in to the Global Advisor and student. The Supervisor has the option to talk to the Advisor without the student hearing or can conference in with the student and advisor, therefore fulfilling an escalation process.
Advisors are carefully hired and trained with the institutional culture in mind. We work with the school to determine the right combination of answering and transferring questions.
During the initial transition Global will visit the campus and campus staff will visit Global contact centers in Birmingham, Alabama. After go-live Global recommends that College staff stay onsite for approximately 1 week to ‘walk the floor’ and help fine-tune any issues.
Weekly calls are setup after go-live to identify process improvements and resolve normal operating questions.
When is CampusConnect™ right for you?
The Global contact center solution is right for your college or university if you are experiencing one or more of the following issues:
- Problems delivering excellent counseling and student service throughout the year
- Inability to staff adequately during critical peak periods
- Inability to train Temps or students prior to peak periods
- Lack of call center technology
- Desire to focus staff on strategic priorities
Benefits of CampusConnect™
- Improve student service
- Improve financial aid awareness
- Complement campus staff and reduce new hires
- Redeploy impacted staff to enrollment outreach or on-site activities
- Eliminate the need to invest in costly telephony equipment
- Leverage economies of scale
- Compliant with call center regulations
- Detailed contact center reporting and recording with listen-in capabilities
- Daily spreadsheets for escalated issues
- No new software or systems to buy
Pricing
Multiple pricing options are available, including a) Per Call, b) Monthly Flat Rate, c) Full-Time Equivalent per Month, etc.
To learn how CampusConnect™ can help your institution, please call 228.523.1044 or contact us today.