| What
is the mission or primary purpose of your Call Center? |
To
disseminate information about KYVU, its offerings and services and to provide
customer service to assure KYVU prospective and current students achieve
success in their postsecondary experience. |
| What
are the primary functions? |
To
provide information about KYVU, its offerings and services; to provide
guidance to current and prospective students; to assist students in applying
for admission, registering for courses, and accessing their KYVU online
classes; to assist in developing and maintaining catalogs and databases;
and continually assess the Call Center function and recommend new process
and procedures to better serve the student.
|
| Does
the call center serve: |
Distant/online
learners?  Yes
On-campus
students? Yes
|
| How
many FTE staff work in the Call Center? |
4 |
| How
do you deal with staffing for peak periods? |
Call
on the assistance of other KYVU staff. |
| How
many calls per day do you average? |
50-300,
depending on time of year |
| Do
staff make outgoing calls for: |
Telemarketing?
No
Retention?
No
|
| What
information do you collect from callers? |
Collect
personal information only as needed to assist caller |
| Are
call center staff located in a single location or distributed throughout
the institution? |
Single
location |
|
What
training do you provide for Call Center staff?
|
Introductory
training is provided by providers of new programs and new CMSs, and new
staff are trained overall by current staff. |
| How
is updated information gathered or provided? |
This
is normally provided by administrative staff in charge of particular areas
of interest or by related providers/partners. |
| What
type of phone system or specialized equipment is used for the Call Center? |
We
use the Norstar PRELUDE and CINPHONY ACD (Automatic Call Distribution) system.
|
| What
databases or help desk software are used to provide information? |
Peoplesoft
(Student Information System); various CMSs (Course Management Systems) |
| How
are call center services evaluated? |
Currently
undergoing discussion and planning for appropriate evaluation of call center
services. |
| Additional
Information |
The
KYVU Call Center supports all of the online initiatives in Kentucky, including
the Kentucky Virtual Library, the Kentucky Virtual High School and the
online teacher credentialing initiative, KyEducators.org. It also supports
the state's new GED drive, a $2.5 million media campaign.
In
the future, the KYVU call center will be taking a more proactive role
in recruiting for the programs it supports. Additional changes are anticipated
with the upcoming move to call center tracking and customer relationship
management when a new integrator is implemented.
|
