Education Success Story | University of Greenwich

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The University of Greenwich enhances the student clearing experience in partnership with Unify

New OpenScape Contact Center implementation enables a scalable and flexible student care environment, helping staff to deliver a reliable and efficient service regardless of call volume.

Task

The University of Greenwich’s clearing programme handles 50,000 calls during a 12 week application process and helps people find last available vacancies immediately after A-Level exam results are published in August. With the capacity to handle 180 simultaneous calls, the University is well placed to manage the 97% increase in inbound calls it receives during clearing. Throughout busy periods, the applicant experience must remain of consistently high quality.

The University required a reliable and scalable contact centre solution that would aid first call resolution and ensure high-value calls are prioritised and quickly handled.

Solution

Unify worked closely with the University of Greenwich to strengthen the existing telephony infrastructure. It identified the need to improve first call resolution and the overall applicant experience. The platform needed to ensure a professional approach towards the clearing process to reinforce the reputation of the University.

Unify implemented OpenScape Contact Center Enterprise across the three University contact centres. This enables a scalable and reliable service with enhanced real-time reporting capabilities and greater insight into, and management of, call data.

Benefits

The overall applicant experience during clearing has been improved thanks to higher levels of first call resolution. The introduction of automated routing and categorisation of calls has improved the efficiency and engagement of contact centre agents.

  • Greater insight and management of call data through real-time reporting and an interactive dashboard.
  • Easy-to-use and scalable solution gives the University the flexibility to hire existing students to support the contact centre agents.
  • Met strict government targets to secure funding for following academic year.
  • Over 6,000 calls managed at peak time over a 12 hour period
  • Ability to simultaneously answer 180 calls.

Download the full University of Greenwich Success Story PDF

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