Roll Call: Trends and Challenges for Online Education - StarTek - ContactCenterWorld.com Blog
Emerging technology is paving the way for digital learning and online education. According to a recent survey, one in four students are taking at least one distance education course, and over 2.8 million students are taking courses exclusively online. In response, educational institutions are faced with the challenge of providing ongoing quality student care while simultaneously cutting costs and increasing operational efficiency.
Here are some major trends and challenges facing the online education industry today:
Diverse Engagement Preferences
It is becoming increasingly difficult to describe the “typical” online student because needs and preferences vary greatly when it comes to online virtual education. Customized customer engagement experiences help education providers connect with students on their preferred communication channel to share information in a way that is personalized to the student.
Online education companies have many distinct operational challenges to meet stringent quality and service level requirements in a highly charged regulatory environment. Failure to comply with federal, state and local regulations can be detrimental to the bottom line when it comes to loss of funding or harm to reputation because of poor performance. Education companies need to implement operational efficiencies to address declining enrollment, provide quality service and ensure students’ potential for success.
Seasonal Enrollment Spikes
Digital and online learning providers face the same seasonal engagement spikes as traditional education institutions, making optimum performance essential to meeting quality service standards. Inexperienced staff and poor customer service can often result in unrecoverable lost revenue during peak seasonal enrollment seasons. Consistently staffing for the annual enrollment period helps improve resource utilization and operational efficiencies, ensuring students are compatible with certain online education programs.
Publish Date: August 19, 2016 5:00 AM
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