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Using Technology to Enhance Customer Service in Education Chad Miller, MBA – Director of Non-Credit Operations Tyler J Hall, MBA – Contact Center Director

Using Technology to Enhance Customer Service in Education

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Using Technology to Enhance Customer Service in Education. Chad Miller, MBA – Director of Non-Credit Operations Tyler J Hall, MBA – Contact Center Director. Using Technology to Enhance Customer Service in Education. Have you ever heard the following at your campus? - PowerPoint PPT Presentation

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Page 1: Using Technology to Enhance Customer Service in Education

Using Technology to Enhance Customer Service

in EducationChad Miller, MBA – Director of Non-Credit

OperationsTyler J Hall, MBA – Contact Center Director

Page 2: Using Technology to Enhance Customer Service in Education

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

Page 3: Using Technology to Enhance Customer Service in Education

Look Familiar?

Page 4: Using Technology to Enhance Customer Service in Education

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.

Page 5: Using Technology to Enhance Customer Service in Education

Doing More with Less

Increases in Student Enrollment

Decreases in StateFunding (13.9%)

Page 6: Using Technology to Enhance Customer Service in Education

Contact Center Beginnings

• Creation• Why a Contact Center?• How it was created

• Two Roles• Operators• Technicians

Page 7: Using Technology to Enhance Customer Service in Education

Contact Center Setup

Page 8: Using Technology to Enhance Customer Service in Education

EXTENSIONS

• Operator’s Extensions• Ext. 4111 & Ext. 7522

(SLCC)

• Technician’s Extensions• Ext. 4073, 4297 & 4298

Page 9: Using Technology to Enhance Customer Service in Education

About SLCC

Page 10: Using Technology to Enhance Customer Service in Education

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%

Page 11: Using Technology to Enhance Customer Service in Education

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

Page 12: Using Technology to Enhance Customer Service in Education

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

Page 13: Using Technology to Enhance Customer Service in Education

Phone Set Up

• Nuance/Phonetic Operator

Page 14: Using Technology to Enhance Customer Service in Education

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

Page 15: Using Technology to Enhance Customer Service in Education

Attendant Console - Operators

Page 16: Using Technology to Enhance Customer Service in Education

Cisco Agent Desktop

Page 17: Using Technology to Enhance Customer Service in Education

Cisco Supervisor Desktop

Page 18: Using Technology to Enhance Customer Service in Education

Cisco Agent Reporting

Page 19: Using Technology to Enhance Customer Service in Education

SLCC Chat

Page 20: Using Technology to Enhance Customer Service in Education

SLCC Chat Usage

• Phone Technicians handling SLCC Chat

• Students “Click to Chat”

• Technicians Alerted

• Canned Answers

Page 21: Using Technology to Enhance Customer Service in Education

SLCC Chat Statistics

Average: 403 chatsper month

≈7 chat sessions per technician each day.

Page 22: Using Technology to Enhance Customer Service in Education

Cost and Implementation

• Free 10 Day Trial• Simple software download and install• Cost: $120 every 6 months

• 3 technicians

Page 23: Using Technology to Enhance Customer Service in Education

Benefits of SLCC Chat

• International Students• Soldiers Overseas

• SLCC has no toll-free number

• Cuts down on emails

• Students can do it from work

Page 24: Using Technology to Enhance Customer Service in Education

Challenges of SLCC Chat

• Juggling Calls and Chat Requests

• Anonymity and Loss of Personal Touch

• Jagged Communication

Page 25: Using Technology to Enhance Customer Service in Education

Ask SLCC

Page 26: Using Technology to Enhance Customer Service in Education

Ask SLCC Features

Page 27: Using Technology to Enhance Customer Service in Education

Ask SLCC Statistics

26,125

Accuracy Rate ≈ 93%

Page 28: Using Technology to Enhance Customer Service in Education

Cost and Implementation

• 2-3 month lead time for implementation• Task Force

• Cost Structure

Page 29: Using Technology to Enhance Customer Service in Education

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

Page 30: Using Technology to Enhance Customer Service in Education

Benefits of Ask SLCC

• 24/7/365 Availability

Page 31: Using Technology to Enhance Customer Service in Education

Benefits of Ask SLCC

• Used by all stakeholders at SLCC

• Unites SLCC information into one knowledge base.

• Prevents Knowledge Diffusion

• Reporting Benefits

Page 32: Using Technology to Enhance Customer Service in Education

Countries using Ask SLCC

Page 33: Using Technology to Enhance Customer Service in Education

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”