Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Cansu Kizir
Product Owner - TOBi Chatbot
89
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
65
EXECUTIVE MEMBER
Bryan Anggraita
Head of Customer Operations and Branch Mgt
198
MEMBER
Bill Quiseng
Chief Experience officer
111

Recording Calls at Universities: What you Need to Know - Numonix - ContactCenterWorld.com Blog

Recording Calls at Universities: What you Need to Know

Colleges and universities have paying “customers” just like businesses do, and like a business, they need to provide a positive customer experience, or they risk turning off current or prospective students and parents. This includes interactions on the phone and even chat. In fact, while many institutions are forced to turn away would-be students due to over-enrollment, many smaller institutions must compete to fill their enrollment quotas.

Reaching out to prospective students often includes outbound calling campaigns. These agent-to-customer interactions often serve as a primary means of attracting new students, so it’s important to ensure that your agents are doing the best job possible selling students on the merits of your institution. The best way to monitor customer service levels is with quality management and call recording software, which capture interactions enabling managers to assess recorded conversations.

In fact, higher education institutions should consider recording interactions for a variety of reasons, whether the calls are over landline, VoIP or even chat (for example, Skype for Business). These use cases include:

  • Verification and dispute resolution – Whether it is the registrar’s office, student housing department, admissions office or campus police, call center agents and university staff field calls from current and future students, parents and others for myriad of reasons – tuition assistance, billing questions, scholarship inquiries, housing service needs, admissions, records/transcripts and more. Many of these calls have the potential to cause issues for the university in the event of a dispute over who said what. Recording these interactions protects the institution and the student/parent.
  • Agent performance – Many departments have call center agents and staff members who field and place calls to and from students and parents. Providing a high level of service during these interactions will leave individuals with a good feeling. However, if the call goes south, it can result in negative word of mouth which can quickly spiral out of control potentially causing image problems. Recorded calls enable quality managers to review interactions to reward agents who have done an exceptional job and possibly use those recorded calls for training, or to identify agents with skill deficiencies so they can be addressed through training and coaching.
  • Safety and security – You hope it never happens, but bad stuff does happen on campus. When students or their parents call in to complain, express concern or ask for help, having call recordings enables you to garner all necessary and relevant details so you can pass that along to your campus security and/or police departments.

Since your university and its various departments may have specific requirements, you want a call recording system that is flexible and supports your specific needs and works well in your unique environments. Don’t settle for a call recorder that is rigid or offers little versatility. It will cause integration challenges and functionality limitations.

Instead, consider an interaction recording solution that gives you the versatility to record all voice and online interactions, provides an easy way to access recordings, and a secure way to store those recordings.

Source: https://numonixrecording.com/blog/recording-calls-at-universities-what-you-need-to-know/

Publish Date: July 2, 2019


2024 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

 



View more from Numonix

Recent Blog Posts:
Numonix Among First to Release a Fully Managed Cloud Compliance Recording Service for Microsoft TeamsJune 9, 2020
IXCloud Helps you Comply with MiFID IIMay 28, 2020
Don’t Let Data Privacy and Compliance Lapse During COVID-19April 22, 2020
Why you Must Start Recording Your At-Home Business InteractionsApril 13, 2020
Hidden Costs of NOT Recording Customer CallsFebruary 17, 2020
How Long Should You Keep that Call Recording?December 3, 2019
Contact Center 2020: Asset or Liability?October 11, 2019
Are your Agents Really Listening to your Customers?August 26, 2019
Recording Calls at Universities: What you Need to KnowJuly 2, 2019
Call Recording for Legal Firms: What you Need to KnowJune 14, 2019

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5927 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 6175 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1136 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =