Call Center Implementation for Educational Institute

Project Overview

Global Learning Academy, a large online educational institution, needed to improve its student support services to handle increasing enrollment and inquiries effectively.

Challenge

The institute faced challenges with long wait times for student queries, inconsistent support quality across different channels, and a lack of integrated communication tools, leading to student dissatisfaction.

Solution

We implemented a state-of-the-art multi-channel call center solution. This included setting up an integrated system for calls, emails, and live chat, training support staff, and implementing a CRM for better tracking and management of student interactions.

Results

• Student query response rates increased by 60%
• Average student satisfaction scores improved by 30%
• First call resolution rate increased to 85%
• Streamlined support operations with a unified communication platform

"Markov's call center solution transformed our student support. We can now provide timely and effective assistance, which has greatly benefited our students."

Dr. Emily Carter

Dean of Student Affairs, Global Learning Academy