GCS consulting services can make a big difference for your company. We can help your contact center run smoothly, no matter how big or small your operations.
One of our clients, a multi-campus college with annual enrollments over 100,000, was having problems reaching its annual goals. Performance and cost containment were major issues. Different departments within the College had different needs and requirements. They managed recruiting, collections, web support, campus communication and more. The College’s contact center knew it needed help to meet their various goals, but what?
The College decided to invite us in for 90 days. We were tasked with evaluating the contact center’s operations, identifying possible issues, and developing a plan of action. The contact center needed to provide the best customer care possible while maintaining performance standards and respecting departmental needs. The College wanted to use our consulting analysis to understand its limitations and possibilities as well as to request resources from College management.
At GCS Consulting, we use a two-prong approach. Internally, we had our subject matter experts observe and analyze the College’s contact center operations. They documented possible issues, identified relevant key performance metrics, and developed plans for harnessing opportunities to be more efficient. At the same time, we also reached out to the College’s peer network, conducting over 90 interviews of different colleges and universities across the country. The purpose here was to confirm best practices and uncover areas needing the most attention in order for the College contact center to truly be excellent.
At the end of 90 days, we delivered a detailed implementation plan that:
- Reorganizing the contact center teams to better leverage expertise from individual workers.
- Freeing up agents for value-added calls by shifting non-value activities to self-service.
- Improving the use of existing technologies, such as ACD, IVR, call recording, and omnichannel support.
- Setting up chat, social media, and texting for the College’s contact center.
- Helping recruit a qualified new call center manager who had the experience to oversee such a large operation
- Implementing tracking of the key call center statistics that the manager could use to manage the center’s performance.
The results were overwhelming. The College’s contact center was able to increase the number of meaningful interactions with its current and prospective students by 30 percent. Applications and enrollment went up as well as retention.