Many universities today make use of call centers for recruitment purposes. If, for example, a prospective student makes a request for additional information about the college online, a representative from the college may call the student to discuss potential higher education opportunities.
These representatives are expected to convert a certain percentage of the people that they call from interested parties to enrolled students. Ensuring compliance with federal regulations as well as with university policies and procedures regarding call handling increases the likelihood that agents will meet their goals.
Most call centers periodically audit calls or utilize call recording technology to check for compliance. Unfortunately, spot-checking does not provide enough information for most call center managers to ensure that procedures are being followed by representatives.
“Until now random, low percentage spot checking was the norm for monitoring both 3rd party and internal calls with prospective students,” stated Alex Baydin, CEO of PerformLine.
PerformMatch Call Center Monitoring from PerformLine transcribes call audio for every interaction within the university contact center. The technology then analyzes the transcripts for compliance with regulations as well as for compliance with policies and procedures.
The solution then gives all calls a compliance score and a grade. Managers can view results through the PerformMatch web-based platform including reports on representative and vendor risk analysis.
“We knew we could do better for our clients so we developed this highly scalable and flexible service. PerformMatch Call Center Monitoring automatically transcribes and reviews every minute of every call – giving clients 100% blanket compliance coverage,” Baydin said.
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Edited by Stefania Viscusi