Campus Call Center
ERS provides a range of professional call center services customized to fit the various departmental needs for Client’s Bursar Office, Financial Aid Office, Registrar Office, Alumni Office, and other departments on campus. ERS’ Call Center Services provides a cost effective way of managing student communication while yet providing exceptional customer service. ERS currently offers Inbound Call Center Services, Outbound Call Center Services, and Unattended Messaging. ERS call center program can be uniquely tailored to the needs of our educational client base. We currently maintain 11 T-1 lines to handle the flow of calls and data information into and out of our facility.
Inbound Call Center Services
The structure of our Shoretel phone system allows for flexible call routing and handling. Its switching architecture provides a non-blocking switching array that gives all ports simultaneous access through the system. ERS points specific 800 numbers for borrower or student access based upon the program or service offered. These 800 numbers can be routed through a switchboard operator for individual handling or into a designated hunt group for program specific functions. The T-1 lines provide the ability to receive 147 of calls per minute, while pushing out 510 calls simultaneously. The hunt groups are designed to pass calls to the longest idle and loop through the group to a designated end at the operator. In that instance, the operator can then pass the call to a supervisor or manager for handling.
Out Bound Call Center Services
ERS is capable of providing multiple services for the dissemination of information as it relates to student accounts and billing information. We have successfully integrated the use of our Mercury dialer and its predictive and unattended messaging capabilities with the hosted solution provided by external vendors. The Mercury dialer allows for operator based campaigns in which calls are handled in a live environment. The benefits of this service allow for interaction and the ability to answer and quantify questions that may arise. Campaigns can be paced based upon operator availability and the average hold time to live answer. The unattended campaigns are predetermined message drops that are delivered to the specified phone numbers. Hosted solutions are versatile in that they provide for text to speech capabilities that deliver individualized messages to students as it pertains to their current bills. With specific opt in capabilities, the campaigns can bring students directly to a live operator or provide for enhancements such as immediate access to IVR.
Unattended campaigns can be delivered via the hosted solutions that allow for individualized messaging with and IVR option.