3. Los Angeles, Tempe, and San Antonio
The Los Angeles, Tempe, and San
Antonio offices all have Enrollment
and Academic Advising
departments.
4. Chicago, IL
Chicago, IL has only This is an example text
an Academic Advising
Go ahead and replace it with your
and the Office of own text. Go ahead and replace it
Admissions. with your own text
5. Maryland
The Maryland office
is the headquarters
and has Enrollment,
Academic,
Admissions, and
Financial Aid
departments.
6. 2012-2013 University Operations Phone Upgrade
• In 2012 – 2013 all enrollment and academic advising
departments changed to a new computerized phone
system
• This enabled 3 times the number of outgoing customer
service calls to students and prospective students
• Adheres to call management guidelines automatically
• Prerecorded messages so agents have more free time
to spend on other tasks
• Regulates time zones so that outgoing calls are
automatically prioritized
7. 2012-2013 University Operations Phone Upgrade
The new phone system is designed for incoming call volume
Incoming
Incoming
Incoming Incoming
8. 2012-2013 University Operations Phone Upgrade
The Enrollment Advising staff make more outgoing calls.
“Work-arounds” had to be developed.
Outgoing Outgoing
Outgoing Outgoing
Extra log in buttons had to be programmed in the software to that
outgoing calls could be made while staying in a “Ready” for incoming
calls status.
9. 2012-2013 University Operations Phone Upgrade
• After implementation there has been collaboration on
how to best fix the new system to work with advising
work requirements
• Leadership and staff are working together through the
process
• Initial frustration has moved to acceptance to
appreciation of most of the new phone system features
• On going process
can we do?
What
OK!
Let’s try this…..
10. 2012-2013 University Operations Phone Upgrade
References:
Cisco Phone System image
Medlyn, K. (2013). Personal communications
Editor's Notes
The university where I work has 5 locations around the country. Los Angeles CA, Phoenix AZ, San Antonio TX, Chicago, IL, and Baltimore MD which is the headquarters. All of the decisions are made by the leaders in the Maryland office and any changes are communicated to the other sites through the site leads and the management staff.
The L.A, Phoenix, and San Antonio offices are for Academic and Enrollment advising departments only. Each office has between 100-200 advisors that are making outgoing calls and taking inbound calls to students and to people looking to get information on the school.
Chicago only has Academic Advisors and the office of admissions.
This is the largest of the offices that has everything on site: Enrollment and Academic advisors, Office of Admissions, the Registrar and the financial aid department. All senior leadership work from there also.
The application that goes with the phone is designed for an incoming call center. Which we are not!
The application that goes with the phone is designed for an incoming call center. Which we are not!
