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DePaul University Finds Solid Value in Enterprise Call Recording

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September 17, 2012

DePaul University Finds Solid Value in Enterprise Call Recording

By Susan J. Campbell, TMCnet Contributing Editor

Leading educational institutions in the United States are not immune to the effects of the current advancements in technology and telecommunications. Those on a progressive path for improvement are consistently investigating new methods for the incorporation of new innovations to aid in the retention and graduation of students. In the case of DePaul University, enterprise call recording proved to be a solid and strategic move to improve performance.

According to a CallCopy (News - Alert) case study, DePaul leaders conducted a survey of its students and determined that it needed to improve its processes and customer service in terms of responding to student inquiries regarding accounts, records and financial aid. In the process, the university integrated student records, financial aid and student accounts services into a one-stop facility with contact center front line staff.

Even with a centralized approach to interacting with students, the university still had its share of challenges. They needed to capture and understand student customer motivations and issues; standardize customer service; optimize staff resources; ensure optimal staff and student satisfaction; identify and improve operating trends; implement a process for assigning calls to the right agents; and meet security expectations and compliance requirements. In a nutshell, the university needed an enterprise call recording solution that would answer core questions.

The core staff focused on addressing caller issues was still perplexed as to why students were calling. They also didn’t understand why so many students were calling, the experience they were having when they did call, and how the university could improve its telephone service. To get to the heart of caller issues, DePaul implemented the CallCopy cc: Discover solution suite to address its enterprise call recording needs.

"We wanted to record calls and screen activity to gain a better understanding of why individuals are contacting our office," explained Susan Leigh, associate vice president, Enrollment Management & Marketing at DePaul University, in the case study. "With that simple yet critical information, we could restructure the queue environment, ensuring the right person gave the right answer, and no one’s time was wasted.

This enterprise call recording solution not only provided for quality management of the contact center environment, it also allowed for the creation and execution of satisfaction surveys, call recording and screen capture and agent coaching and training, enabling contact center leaders to focus on a constantly improving environment.

As a result of implementing the CallCopy enterprise call recording solution, DePaul and its contact center were able to reduce the average handle time per call by 40 seconds, remove long handle time calls, increase the call acceptance rate by 10 percent, increase customer satisfaction from 77 percent to 93 percent, improve first call resolution from 79 percent to 92 percent, implement a two-tiered handling system, decrease call abandonment by 66 percent, and decreased average queue wait time by 71 seconds.

"Having access to high-level data at our fingertips dramatically increases our ability to respond and improve service," added Leigh. "We took our collaborative staffing model and duplicated it on our phone center operations with immediate results. With CallCopy we have been able to quickly identify services that should be offered online as well as any broken processes. We couldn't be happier with the cost-effective CallCopy solution that has produced real results."

With the enterprise call recording firmly in place for DePaul University, the organization is better equipped to anticipate the volume of calls, right fit the agent to the caller, respond quickly to the issue presented and generate a more satisfied caller in less time. The results are not only real, but also measurable to produce a strong ROI.

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Edited by Brooke Neuman

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