Diane E. Snyder
Vice Chancellor for Fin. & Admin.
Alamo Colleges
Answer
the
Call
‐
Superior
Student
Services
Russell Lopez
Alamo Colleges Footprint
St. Philips
(1898)
• Individually Accredited Colleges (Note: Alamo & Dallas only CC in state)
Northwest V
ista (1995)
Northeast Lakeview (2007, pending
accred.) San Antonio (1925) Palo Alto (1985) HBCU, HSI HSI HSI
•
Identifying
the
Problem
•
Finding
the
Solution
•
Partnering
for
Success
•
Showing
the
Results
•
Future
Expansion
Overview
Overview
Not
Answering
the
phone….
The
student
in
line
took
priority
Inconsistent
answers
provided…
Web
and
other
tools
not
helpful
Data
not
captured…
Call
frequency
&
reason
code
for
preventative
strategy
Identifying
the
Problem
Identifying
the
Problem
Customer
Service
in
a
4
minute
call
Alamo
Colleges
Student
Financial
Aid
call
metrics
for
2011
Identifying
the
Problem
Identifying
the
Problem
Efficiency % = Calls Received/Calls Handled in Call Center. Students were calling
multiple times during 2011 with peak months receiving >40,000 calls.
Total 280,000 Est. Repeats (180,000) 100,000 < 50% answered Students calling everywhere
OPTIONS
CONSIDERED:
A.
Internal
Call
Center
OR
B.
3
rd
Party
Partner
Partner
Expertise:
Higher
Educ.
Retention
or
Fin.
Aid
Expert,
OR
Professional
Call
Center
(expert
systems
&
Mgmt)
Finding
the
solution
HARTE HANKS CAPABILITIES
Customer Care Technical Support
• Customer Care, Technical Support
• Back Office Processing • Process Consulting
• Insight, Analytics, Database, Lead Generation Services Include • In-bound calls • Out-bound calls • Email • Chat
• Social Media Monitoring
Contact Types
• Scheduling to Call arrival • (Intra-day Management) • Telecom: IVR, soft-phone
transfer
• Ticketing/Reason codes
Systems & Tools
WORKFORCE MANAGEMENT
Rhythm of Business
Quality Management Performance Management Call ManagementCALL MANAGEMENT – ACTIVITY
• Workforce management and staffing • Volume and responsiveness
• Case tracking
PERFORMANCE MANAGEMENT – PRODUCTIVITY
• Optimizing call script and call flow • Training and re-training weekly • Experience sharing
• Incentive plan • Motivation
QUALITY MANAGEMENT – QUALITY
• Monitoring and coaching • Customer satisfaction • Feedback and review
SERVICE LEVEL (SLA) MANAGEMENT
Framework
Implementation of the shift schedules at desired adherence levels Accurate estimation of volume arrivals at interval level Matching of available staff to schedules or rosters Determining requirement ofworkforce to meet levels for each interval
1. Information
Granular Call Forecasting
Call Reason Codes
Calls and service levels – 15 min. intervals
Call stats to optimize Office hours
“Early warning system” for on‐campus issues
2. Technology
Agent schedules aligned to call arrival patterns
KnowledgeBase for agent scripting, key‐word searchable
Ticketing – resolution by code and transfers by topic
Tier 2 Transfers vs. work queue ticket or person to person
Telecom: Interactive Voice Response, Soft phone
3. Agent
Management
Turnover: Hiring, Training, Re‐training, Performance Mgmt
Absenteeism: Intraday mgmt of breaks, etc.
4. Peak
staffing
via
Shared
Group
– Pay
for
when
needed
Benefits
of
Professional
Contact
Ctr
Alamo Colleges Oversight
•
Manager
o 2 Content Developers/Trainers o 1 Data AnalystFocus Area
Overall
Responsibility
1) Liaison with Alamo Departments 2) Develop Standard Process
3) ID Inconsistency in Practice/Web 4) Create Searchable KnowledgeBase 5) Train Agents
1) Mult. Daily touchpoints w/ center 2) React to “early warning”/spiking calls 3) Analyze call drivers & transfers for
Partnering
for
Success
– Alamo
Team
Our
Job
is
to
work
to
minimize
calls
&
transfers
Partnering
for
Success
– Alamo
Team
Exceeding
Student’s
Expectations
Exceeding
Student’s
Expectations
Multi
‐
task
during
the
call
Checking complete student file while student is asking their question
Deciphering what the question is
Answer
the
unasked
question
Provide answers to questions students may not be asking
Be
Proactive,
Think
Preventive
Target critical information students may not be aware of
Financial
Aid
1
st
Year
Results
Financial
Aid
1
st
Year
Results
2013
Average
Speed
of
Answer
(at
Peak
<
3
minutes)
Implementation
July 2012 ‐Telephony set up & training
August 2012 ‐ SAC & SPC launch
September 2012 ‐ NVC, PAC, & NLC launch
