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Two-Tiered Service:“Intake Plus Expert”
Smart Staffing
AACRAO 2010AVP Susan LeighDePaul University
Introduction
Susan LeighAssociate Vice PresidentEnrollment Management & MarketingStudent Records and DePaul CentralAssociate ProfessorWoman’s & Gender Studies
Doing More with Less
AGENDA
• DePaul- quick facts for context • Define terms using today
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• Define terms using today• Classic service restructured• Two-Tiered Service Model• Next steps-Contact Center
Where is DePaul?
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About DePaul
Largest Catholic8th largest PrivateUrban Chicago 40% from Chicago25,000 total enrollment65% Undergraduates35% incoming UG first gen in 2009
DPU Staffing
• Number of staff =1541 FT/ 264 PT
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• Number of faculty = 910 FT/ 906 PT• EM&M staff = over 250• Student Records staff = 32
Student Records Today
Registration (appts, rosters, grading)Reporting (transcripts, diplomas, etc.)
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Degree ConferralDegree Progress (Audit)PlacementImmunizationIntegrated Student Service (One Stop)
SR Org Chart
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Defining Terms: Two-Tiered Service
Intake = First contact with students
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Expert = Transactional processor
Two-Tiered = Intake to Expert when necessary
Defining Terms: Two-Tiered Service
Channel = front desk email phone chat
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Channel = front desk, email, phone, chat
Integrated = across offices or divisions
Seamless = silos not visible
Defining Terms: Two-Tiered Phone
Phone Queue = One number, many staff
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Agent = Staff answering phones
VoIP = Voice over Internet Protocol
Virtual location = VoIP Queue
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Historical Registrar’s Offices
Experts, clericals & student workersEveryone performs “service”Peak times become chaoticPhones, email, desk- somebody waits!
DPU Registrar’s Office-2001
Classic Registrar’s configuration
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Classic Registrar s configurationEveryone helped with all tasksDemand-driven workflowStudent workers backfilled peaks“Very busy” with waiting lines at times
Vicious Cycle
No time to retrieve data
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to prove inefficiencies….
Simply too busy!
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Service Circles
Transcripts
Policy
Graduation
Verifications
Student Service
Registration
Staff
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Academic Resource Center-2002
Restructured Registrar’s org chartBegan Intake Front Desk Model
Developed “warm” transfersStudent mentors at Front Desk
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Workflow Restructured
Staff “presented” their transactional workflowProcessing was timed, “busy” defined
Obvious “ah-ha” moments
Basic Business Process Redesign!
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BPR- Pros and ConsPros: Processing gets smarter
Efficiencies are revealed
Discovery: Right person, wrong chairDiscovery: Workflow inequities
Cons: Separate real concerns from fearListen well, plan contingencies
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Workflow Restructured
Created “Tiers” of teams Refined “Intake Specialist”
Separated service from processing
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Service Redirected
[email protected] staff and [email protected] students onlyPhone: Main number for all inquiriesBranded “service” on all channels
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New Workflow
Intake Specialist
Expert
Student Request
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Leveraged Technology
System Data Reports:
Help define “busy”Reveal staffing inefficienciesIdentify Self-Service Gaps
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Leveraged Technology
Imaged all paper recordsCreated paperless processesCreated more online services
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Leveraged Technology
Eliminated reasons for students to “come in” or “call”
outsourced verificationstranscript ordering onlinestopped transcript pickupgrades, etc. in student portal
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Service Transformed
Now when they do come in or call…
Something is very wrong!
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Replaced Student Mentors with Staff-2004
• First contact to “Fix” 80% (80-20 rule)• Staff volunteered for front desk• Re-trained as Intake Specialists• Branding service over two campuses
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Separated Intake from Experts-2005
• Separated “front desk” from the “back”• Partitioned the sections!• Skill Based Routing of phone calls began• Two campus locations, same service
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New Circles of Service
SR Processing
ARC Loop ARC LPC
DePaul University – Student Experience
Experience Analysis Conducted by DePaul Information Services
December 13, 2005 v6
Myths vs. Realities: Strategic Opportunities
Eliminate the “Bounce”!Eliminate the Bounce !
– Improve key processes – Improve organizational support– Improve training for support staff– Improve the service model
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One Stop Opened -2006
“DePaul Central” = Fin Aid, Stud Accts, SR
Integrated seamless service No visible “silos”
Intake Service ModelTwo-Tier Intake-Expert
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VoIP Implementation-12/2006
Each office reduced to single numberStaff work 3 queues across campuses
Improved resource management
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Circles of Service Integrate
DePaul Central
Financial AidStudent Records Financial Aid
Payment Center
Integrated One Stop Service
Student Accounts
Student Records
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Servicing One Channel at a Time
“Service is never an interruption-it’s our business.”
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DPCL #2 Opens-2008
Branded service in both locationsBranded service in both locationsDeveloped Certification Training
Last processing staff moved
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Processing Centralized-2008
Student Support Services dedicated floorSR, FA, Admissions &Transfer ProcessingProximity provides new efficiencies
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SR Skill Based Routing
• SR Experts answer staff/[email protected]
I t k S i li t t d t• Intake Specialists answer student [email protected]
• DPCL Intake resolve 72-80% -desk, phone, email and IM/chat
• All questions routed to the “right” person
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Future Plans
DePaul Central Contact Center
One Stop phone service
Contact Center Project
SR, SA and FA- 160,000 calls annually
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Planned integration originally in 2006SR’s number changed to DPCL in 2006Two –Tiered Phone queues in Pilot
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Current Phones- 3 Queues
Most often 2, up to 6 max
Most often 2, up to 12
max
Most often 4, up to 24
max
DPCL Contact Center Vision
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SR2nd Level
All Incoming Traffic
DPCL Queue
Intake Staff
Cross Trained same as Intake at DPCLFront Desk
Answering 60-80% of queries
SA2nd Level
FA2nd Level
Current Two-Tiered Pilot
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All Incoming Traffic
DPCL Queue
Intake Staff
Cross Trained same as Intake at DPCLFront Desk
Answering 60-80% of queries
SR2nd Level
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Two-Tier Service Advantages
1. Works on all service channels 2. Intake works as clearinghouse 3. More first contact resolutions4. Experts freed from interruptions
Remember-
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Real change takes time!
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Questions?
For more information:leave your business card y
or sign in, please
Susan [email protected]
