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Using Technology to Enhance Customer Service
in EducationChad Miller, MBA – Director of Non-Credit
OperationsTyler J Hall, MBA – Contact Center Director
Using Technology to Enhance Customer Service in Education
• Have you ever heard the following at your campus?• The computer won’t let us do that.• I don’t know • You’ll have to call or come back later.• We can’t take care of that here….you’ll need
to call…• That is not our responsibility in this
department• I can’t really help you with that• You’ve called the wrong department
Look Familiar?
With empowerment and support, our goal at SLCC was to hear:
• I can take care of this for you.• I’m going to personally make sure this gets resolved for you.• This is a little out of the ordinary, but I can handle it for you.• I’d be happy to help you with this.• I’m not sure, but let me find someone that can help you.• You don’t have to wait, I can take care of that for you now.• Let me help you find that on the web page so you know how
to take care of this in the future.• It won’t cost you anything to get this corrected.• We want to see you succeed…so let me help you get this
fixed.
Doing More with Less
Increases in Student Enrollment
Decreases in StateFunding (13.9%)
Contact Center Beginnings
• Creation• Why a Contact Center?• How it was created
• Two Roles• Operators• Technicians
Contact Center Setup
EXTENSIONS
• Operator’s Extensions• Ext. 4111 & Ext. 7522
(SLCC)
• Technician’s Extensions• Ext. 4073, 4297 & 4298
About SLCC
SLCC Enrollment
School Year FTE Headcount % Increase FTE
2007-2008 15,300 35,400 ---
2008-2009 16,100 36,400 5.4%
2009-2010 18,500 39,700 14.6%
2010-2011 19,200 40,300 3.6%
2011 SLCC Calls (Major Departments)
Department Number of Calls
Help Desk 42,000
Academic Advising 26,000
Cashiering 34,000
Contact Center 285,000
Enrollment Services 25,000
Financial Aid 59,400
Total 471,400
Contact Center Call Volumes
Year Technician Calls Operator Calls Total Calls
2007 43,200 86,000 129,200
2008 54,000 113,000 167,000
2009 75,200 155,300 230,500
2010 112,000 166,100 278,100
2011 116,300 168,400 284,700
Phone Set Up
• Nuance/Phonetic Operator
Phonetic Operator Return on Investment (2011)
79,814 Calls Handled$1.05 Cost Per Call
$83,805 Total Cost$5,000 Nuance Annual License
$78,805 Return on Investment
Attendant Console - Operators
Cisco Agent Desktop
Cisco Supervisor Desktop
Cisco Agent Reporting
SLCC Chat
SLCC Chat Usage
• Phone Technicians handling SLCC Chat
• Students “Click to Chat”
• Technicians Alerted
• Canned Answers
SLCC Chat Statistics
Average: 403 chatsper month
≈7 chat sessions per technician each day.
Cost and Implementation
• Free 10 Day Trial• Simple software download and install• Cost: $120 every 6 months
• 3 technicians
Benefits of SLCC Chat
• International Students• Soldiers Overseas
• SLCC has no toll-free number
• Cuts down on emails
• Students can do it from work
Challenges of SLCC Chat
• Juggling Calls and Chat Requests
• Anonymity and Loss of Personal Touch
• Jagged Communication
Ask SLCC
Ask SLCC Features
Ask SLCC Statistics
26,125
Accuracy Rate ≈ 93%
Cost and Implementation
• 2-3 month lead time for implementation• Task Force
• Cost Structure
Return on Investment
SLCC Call Volume: Approximately 27,351 Calls/Month Low Estimate (15%): 27,351 x 15% x $1.05 = $4,308 Savings PER MONTH $51,700 PER YEAR - $18,000 = $33,700 High Estimate (25%):27,351 x 25% x $1.05 = $7,180 Savings PER MONTH $86,200 PER YEAR - $18,000 = $68,200
Benefits of Ask SLCC
• 24/7/365 Availability
Benefits of Ask SLCC
• Used by all stakeholders at SLCC
• Unites SLCC information into one knowledge base.
• Prevents Knowledge Diffusion
• Reporting Benefits
Countries using Ask SLCC
Using Technology to Enhance Customer Service in Education
• Overall Contact Center Concept
• Leveraging this model against decreased funding and increased enrollments
• Using proven systems to reach students in an effective and convenient way
“Our life is frittered away by detail. Simplify, simplify!” -Henry David Thoreau
"Customer service is not a department, it's an attitude”