Reducing missed calls and understanding call volumes during university clearing

Sector: Higher Education

It’s no secret that universities face huge pressure during clearing, typically handling thousands of calls during a three-day timeframe. Institutions up and down the country strive to provide a seamless student experience for candidates who are already facing tough decisions, having not achieved the results they’d hoped for.

Missed calls during clearing can lead to a poor experience for students and could result in a university failing to fill its available places. This London-based university, like many of our HE customers, uses Tiger Prism’s software to support them through the unusually busy period, relieving pressure on staff.

Working with Tiger, the university’s IT team has set up real-time dashboards for managers to monitor and produce hourly and end-of-day reports. The teams use our solution to monitor incoming call volumes and missed calls to produce vital stats and call-back lists for any unanswered enquiries. This allows teams to plan resources effectively and ensure they have enough capacity to handle intense call volumes. It also means they have access to past data to compare trends with previous years.

The benefits

  • Invaluable visibility of incoming calls including answered and unanswered, in real-time
  • Information on missed calls so that call-back lists can be created and actioned, minimising lost revenue
  • Vital stats and trend analysis for managers so they can plan capacity for clearing operations and reduce pressure on support teams.

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