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.