Contact & Call Center

Contact Center Representatives at workManaging the contact center for prospective students is one of the most critical, yet challenging, functions in any educational institution.  Here is where your inquirers first engage with your school, especially if you offer primarily online or distance education. 

Yet here is where many schools employ their most difficult-to-manage individuals.  Why?  Because to convey a personable character for the school, your contact center representatives must also be personable, socially adept, and even “off the cuff,” when necessary.

In the face of this challenge, many schools look for guidance on how to best manage their contact and call centers.  We have more than 20 years of experience directing call centers and working with client schools’ centers, so we’re confident we can help you, too.

Our specialties include these contact center services and functions:

  • Management consulting
  • Recruiting call center personnel
  • Training call center representatives
  • Scripting and Calling Guides
  • Quality Control
  • Metrics and Reporting
  • Predictive Modeling and Scoring of inquirers
  • Email contact management
  • Text and Video Chat

 Live Video Chat is a new, leading-edge service we offer that allows you to connect immediately with inquirers, engaging them at their moment of highest interest.  This service is fully featured, cloud-based, and ready to deploy for your representatives.  Click here to learn more.

For more information on this or any of the above services, please contact us.