Chicago’s DePaul University has a lot of student inquiries to deal with at once, which used to put a lot of pressure on its staff and call center. Fortunately, that’s no longer the case, thanks to CallCopy (News - Alert).
CallCopy offers a variety of flexible and scalable solutions designed to deliver actionable business intelligence. Its cc: Discover solution suite provides a wide range of next-generation contact center solutions, such as call recording, quality management, speech analytics and performance management – all of which proved very helpful for DePaul University.
When DePaul University deployed CallCopy’s call recording, quality assurance and speech analytics tools, its call center was transformed into a far more efficient one than before. It established a centralized, one-stop contact center capable of answering any and all questions from students calling in, while its eight inquiry lines across three campuses are consolidated into a single-line call handling service.
Now that the solution suit is deployed, DePaul’s Contact Central can handle nearly three times the calls as before. With its two-tiered handling structure, fewer agents are needed, but at the same time, those they have can provide faster and better service than previously.
It’s become a one-stop call center, capable of handling inquiries of any kind, and passing students along to the proper agents when necessary.
During the calls, the speech analytics from CallCopy helps determine why students are calling, and figures out the best way to escalate any calls that need experts to handle them.
With all of the tools now at DePaul’s disposal, the university’s contact center is faster, more efficient and more convenient than ever before.
This is a success story for CallCopy and DePaul University. Thanks to CallCopy, DePaul’s Contact Central is faster and more efficient than ever before, while still taking on 294 percent more calls than it used to. No matter how you look at it, that’s an impressive improvement, and one that’s helping both the students and staff alike.
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Edited by Braden Becker