Call Center Overview. January, 2012
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1 Call Center Overview January, 2012
2 HCC Call Center Management Dr. Kenneth Ray Vice President Student Services Enrollment Management Executive Sponsor Call Center Katherine Durkee HCC Registrar Ed Olmo Enrollment / Student Services Officer Call Center Contract Manager Gene Dressler Project Management OIT (Office of Information Technology) Call Center Support Manager
3 History Go Live Date: July 1, 2010 Vendor: Blackboard Student Services (BbSS) Before that: OIT Help Desk High volume phone calls, long lines Student Services What s covered: OIT Student Services Distance Learning ICCE (Institute for Corporate & Continuing Education)
4 What is the Call Center? HCC Live (website) Ticket or Chat Request a call-back Knowledge Base Call Interactive Voice Response options Customer Service Representatives
5
6 Who is the Call Center? Level 1 Blackboard Student Services (BbSS) BbSS headquartered in Washington DC Call Center locations: Kentucky (Student Services) Texas (Tech Support) Level 2 HCC support staff (85 CSR s)
7 BY THE NUMBERS Timeline: 18 Months (7/2010 1/2012) 297,741 tickets submitted 296,998 tickets resolved (99+%) 22,312 tickets escalated to L2 (7%) 55,183 Chats 134,234 HCC-Live KB s viewed 37,000 staff hours saved by HCC
8 Who Is The Customer? Students + Prospective Students 93% Faculty + Staff.. 4% Alumni 3%
9 What Are They Calling About? Students Access / Login... 20,000 calls Admissions.41,000 calls Advising..22,000 calls Bursar..20,000 calls Financial Aid..56,000 calls Registration 32,000 calls Student Records 32,000 calls Faculty / Staff Access / Login 4,000 calls
10 Service Level Agreement (SLA) BbSS must meet these standards: Avg Speed to Answer Peak 5:00 minutes Non-peak 2:00 minutes Escalations Student Services 20% OIT & 25% Survey Results 65% positive Financial penalties for failure
11 HCC Call Center Chat Script Jan 2012 [12:17 PM] Hello and thank you for contacting HCC Live. My name is Natalie and I Natalie_H: will be happy to assist you today. [12:18 PM] If you have a negative balance on your WebAdvisor account then you will Natalie_H: need to come on campus to charge your books. [12:18 PM] Joshua as in a negative balance...meaning the disbursement I will receive? [12:18 PM] Joshua or if i owe the school money negative? [12:19 PM] A negative balance shows funds that are owed to you. Natalie_H: [12:19 PM] Joshua oh ok [12:19 PM] Joshua Thanks Natalie...you are always helping me on here. Anybody I can pass a good comment onto for you? [12:20 PM] Joshua you have saved me so many useless trips to school [12:20 PM] Give me just a second and I'll let you speak with my supervisor. Natalie_H: [12:20 PM] Is that ok? Natalie_H: [12:21 PM] Joshua that works! [12:22 PM] Hello Joshua, my name is Nicole; I am Natalie's supervisor. How can I Natalie_H: assist you today? [12:24 PM] Joshua I wanted to let you know how superb of a job Natalie is doing. Not only has she saved me countless trips to school but I think the quality of her assistance is unmatched by the face to face interactions I have when I go to campus. She never makes me feel like she's rushing my convo with her. She answers my question even if I repeat myself a couple times and when I'm done speaking [12:26 PM] Joshua [12:27 PM] Natalie_H: with her I feel like i've actually been educated in HCC policies. I've spoke with other people on here but no one handles my requests like Natalie. I work 3 jobs and having her as my HCC liaison makes attending school feasible for someone with my schedule. I can't thank her or whoever hired her enough. My hats off to Natalie That is wonderful to hear! I know that she does a great job and likes to maintain a great experience for students to assist them with reaching their educational goals. I will also send this up to our manager. [12:27 PM] Joshua Thank you Nicole, for taking the time and caring enough to receive feedback on your employees performance. It speaks volumes of the management [12:27 PM] Thank you so much for the great compliments Joshua. Is there anything Natalie_H: else that we can assist you with today? [12:28 PM] Joshua No no nothing else needed over here. Have a nice and dry Wednesday. [12:28 PM] Joshua Cheers [12:28 PM] Thank you and you as well! Natalie_H: [12:29 PM] Josh bye:)
![..meaning the disbursement I will receive? [12:18 PM] Joshua or if i owe the school money negative? [12:19 PM] A negative balance shows funds that are owed to you.](/docs-images/49/16505449/images/page_11.jpg "Natalie_H: [12:19 PM] Joshua oh ok [12:19 PM] Joshua Thanks Natalie...you are always helping me on here. Anybody I can pass a good comment onto for you?")
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