Call center services are traditionally used by customer-centric businesses that want to have a strong customer support system in place. However, the trend is now changing. Several universities are now adopting call center services as a means to communicate with prospective students and others.
DACT Telesolutions, a provider of call center solutions, recently led a leading institution at the College and University level to record enrollment for their registration of new applications. The university has received record enrollment for their next term.
“We are now seeing a trend with educational institutions employing call center services and furthermore using them to manage the response by prospective students and other constituents,” said Lynn Fick, president and CFO of XACT Telesolutions, in a statement. “There really are several surges in call center activity for these institutions, including in the fall, spring, and summer seasons.”
The demand for call center services in educational institutions is driven by the rise in competition among colleges and universities. Communications has become integral to the success of any institution, and colleges and universities that see huge influx of calls during admission time find no better way to manage the rush.
“In addition to prospective students and their parents, we have also seen an increase in the amount of Alumni and other supporters that are contacting these institutions and most of them simply do not have the proper amount of staff to field all of the inbound activity,” Fick said.
According to Fick, implementing call center services can have a dramatic impact on the amount of applications by prospective students, in addition to an increase in the amount of Alumni and other supports that want to remain in contact with their institution.
“This is a recent trend that we expect to reach all new levels as more and more people are attending these institutions each year,” Fick said.