| What
is the mission or primary purpose of your Call Center? |
Our
goal is to provide staff and current, former and prospective students
with information on DDP (Distance Degree Programs), as well as to assist
with registration and students records information so that students’
educational experiences are positive. |
| What
are the primary functions? |
Answer
a broad range of questions, provide assistance, retain appropriate students,
help students bond with WSU, make referrals when necessary, explain policies. |
| Does
the call center serve: |
Distant/online
learners?  Yes
On-campus
students? Yes |
| How
many FTE staff work in the Call Center? |
7 |
| How
do you deal with staffing for peak periods? |
Use help from
temporary employees during peak periods. Change the responsibilities for
regular full-time staff. |
| How
many calls per day do you average? |
100 |
| Do
staff make outgoing calls for: |
Telemarketing?
No
Retention?
Yes
Follow up
with prospective students, incomplete registrations, and incomplete contact
information. Encourage logging in to class, follow up from instructor,
and enrollment for newly admitted students. |
| What
information do you collect from callers? |
Contact information: address, phone, e-mail, student services requests. |
| Are
call center staff located in a single location or distributed throughout
the institution? |
Several locations throughout the DDP office. |
|
What
training do you provide for Call Center staff? |
Mentoring, video taped information regarding policies and procedures,
written information, student services bimonthly meetings, email updates,
registration training each semester. |
| How
is updated information gathered or provided? |
Database is used to gather and update student information. DDP information
is provided on the web and updated regularly. |
| What
type of phone system or specialized equipment is used for the Call Center? |
Intercom phone system with built in Auto Call Distribution System. |
| What
databases or help desk software are used to provide information? |
Fox Pro 6.0, mainframe student database, Web pages (html & asp), Smart
FAQ's (web based access-database nested on “Right Now” server),
Optika (Document scanning of transcripts and letters). |
| How
are call center services evaluated? |
Evaluation of yield of those admitted to enrolled every semester. Evaluate
system of prospective tracking each semester, and ask how many enrolled
in proportion to admitted. Continually ask how we can do the job of student
services most efficiently without taking away from customer satisfaction.
Review course evaluations of DDP services. |
