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Annual ConferenceMay 27 – 30, 2014St. Petersburg, FL
Call Center Outsourcing – In-houseversus Outsourcing? Sandra Shimp - Director of FA, State College of FL Manatee/Sarasota Patrick Booth - Coordinator of Enrollment Services Operations,St. Petersburg College David Cooper - SVP-Sales, CMD Outsourcing Solutions, Inc.
St. Petersburg CollegeCyber Advising Center History Services Offered Issues Future Plans
History St. Petersburg College had 2 separate Call Centers Enrollment and Financial Cyber Advisement Center established – 2011 Enrollment and Financial Call Centers Combined Two Levels of Support Phone operators (answering calls from public, current students & futurestudents) Student Support Advisors (Full Service Academic Advising & mostFinancial Aid Support). – Advisors are trained at the same level as campusstaff
Services Offered Phone Support Answering Public, Current Student & Future Student questions Call Specialists refer Advisement calls to Cyber Student SupportAdvisors. Email Support FAS and Enrollment Cyber Student Support Advisors answer Emails(FAS Advisors answer ASK FAS E-mails). Advisors assigned eCampus College Experience classes SAP Academic Plan Reviews
Issues Turnover challenges High volume during peak 243,640 Enrollment and Financial calls last year Volume of Advising visits rivals large campuses. 26,542 visits last year Distance and Local students utilize service
Future Plans Expand Cyber Advisement Center Requested Additional Financial and Enrollment Student Support Advisors in upcomingbudget Cyber Career Specialist Created call prompts to filter prospective students directly to ourRecruitment department
State College of Florida – Manatee/SarasotaSandy Shimp, Director of FA
Questions to Consider Staffing Considerations Space considerations Institutions philosophy Financial Considerations Data Management
Why did SCF go with Outsourcing? Fin Aid staff have more time to assist students One location where all calls are received Access to call recording system for monitoring Data tracking system developed - Monthly Reports
Questions to ask potential vendor How do you ensure call agents update on Federal andState rules and regulations? How are agents evaluated to ensure quality customerservice? How is data maintained? How accessible is the data? What data can be provided regarding call volume andcall topics? How do you customize the call center to meet theclients needs?
Issues to work thru with a potential vendor Need to think of the vendor same as staff Need to create a good working relationship How to create a complete and accurateKnowledge Base? How to ensure they stay updated on campusactivities? How to handle responses that were notaccurate?
Issues to work thru with a potential vendor What hours will be covered – such as duringbreaks? What security access is provided so we can doour own verifications? Is there a point person you can meet with on aregular basis? Do they have any ideas for reducing the callvolume?
Possible scenarios to setup Do Quality control on calls answered Have point person assigned from eachorganization for consistency Schedule weekly/regular meetings to reviewany issues and upcoming activity Request detailed monthly reports to beanalyzed for future improvements
CMD Outsourcing Solutions, Inc.David Cooper, SVP-Sales
Why Outsource?How Outsourcing Can Help Your ngTechnologyReporting/DataThe RealIssue?
Why Outsource - CostCan you do it cheaper? Limited Budgeted Resources Investment in technology Lack of necessary telephony infrastructure Staffing Staffing challenges due to fluctuations Not a core business/Has to be managed Need dedicated management Space Considerations
Why Outsource – Service LevelsCan you do it better? Consistent and Better Service Levels Higher Answer % First Call Resolution – FCR Eliminate Repeat Calls/Complaints Formalized Quality Assurance process
Why Outsource – Staffing/Training Space ( high cost areas) Lower Employee Cost/Benefits (turnover) Better manage peak volumes Experience w/ multiple offices Formalized training programs Online testing tools – Knowledgebase
Why Outsource – Access to Technology Call tracking and recording Knowledgebase - Data collection/aggregation Multiple Communication Support Chat/e-mail/Text/Student Facing KB Outbound communications support: Calls/Voice Blast Emails Custom Videos and eMessaging
Why Outsource – Reporting/Data/Intelligence Detail on every call – Over 80 data elements collected Volume and timing of calls Identify most confusing issues for students Plot how issues and volume are distributedthroughout the year across the entireenrollment cycle Knowledgebase – Continued Update/Expand
Why Outsource – It’s Not About Answering thePhone! Why are students contacting you? Collecting actionable intelligence Proactive plan of action: contacting students based on reporting intelligence Informing and directing student to other forms ofcommunication: Chat/eMessaging Your focus should be on eliminating calls anddirecting students to less expensivecommunications !
SAVE THE DATE!FASFAA 2015May 19-22 2015Renaissance World Golf Village Resort, St. Augustine, Florida
Call Center Outsourcing - In-house versus Outsourcing? Sandra Shimp - Director of FA, State College of FL - Manatee/Sarasota Patrick Booth - Coordinator of Enrollment Services Operations, St. Petersburg College David Cooper - SVP-Sales, CMD Outsourcing Solutions, Inc.
