Two-Tiered Service: Intake Plus Expert Smart Staffing. AACRAO 2010 AVP Susan Leigh DePaul University

Transcription

1 Two-Tiered Service: Intake Plus Expert Smart Staffing AACRAO 2010 AVP Susan Leigh DePaul University

2 Introduction Susan Leigh Associate Vice President Enrollment Management & Marketing Student Records and DePaul Central Associate Professor Woman s & Gender Studies

3 Doing More with Less

4 AGENDA DePaul- quick facts for context Define terms using today Classic service restructured Two-Tiered Service Model Next steps-contact Center

5 Where is DePaul? AACRAO 2010

6 About DePaul Largest Catholic 8th largest Private Urban Chicago 40% from Chicago 25,000 total enrollment 65% Undergraduates 35% incoming UG first gen in 2009

7 DPU Staffing Number of staff =1541 FT/ 264 PT Number of faculty = 910 FT/ 906 PT EM&M staff = over 250 Student Records staff = 32

8 Student Records Today Registration (appts, rosters, grading) Reporting (transcripts, diplomas, etc.) Degree Conferral Degree Progress (Audit) Placement Immunization Integrated Student Service (One Stop)

9 SR Org Chart AACRAO 2010

10 Defining Terms: Two-Tiered Service Intake = First contact with students Expert = Transactional processor Two-Tiered = Intake to Expert when necessary

11 Defining Terms: Two-Tiered Service Channel = front desk, , phone, chat Integrated = across offices or divisions Seamless = silos not visible

12 Defining Terms: Two-Tiered Phone Phone Queue = One number, many staff Agent = Staff answering phones VoIP = Voice over Internet Protocol Virtual location = VoIP Queue

13 Historical Registrar s Offices Experts, clericals & student workers Everyone performs service Peak times become chaotic Phones, , desk- somebody waits!

14 DPU Registrar s Office-2001 Classic Registrar ss configuration Everyone helped with all tasks Demand-driven workflow Student workers backfilled peaks Very busy with waiting lines at times

15 Vicious Cycle No time to retrieve data to prove inefficiencies. Simply too busy!

16 Service Circles Transcripts Policy Registration Staff Graduation Student Service Verifications

17 Academic Resource Center Restructured Registrar s org chart Began Intake Front Desk Model Developed warm transfers Student mentors at Front Desk

18 Workflow Restructured Staff presented their transactional workflow Processing was timed, busy defined Obvious ah-ha moments Basic Business Process Redesign!

19 BPR- Pros and Cons Pros: Processing gets smarter Efficiencies are revealed Discovery: Right person, wrong chair Discovery: Workflow inequities Cons: Separate real concerns from fear Listen well, plan contingencies

20 Workflow Restructured Created Tiers of teams Refined Intake Specialist Separated service from processing

21 Service Redirected staff and faculty students only Phone: Main number for all inquiries Branded service on all channels

22 New Workflow Student Request Intake Specialist Expert

23 Leveraged Technology System Data Reports: Help define busy Reveal staffing inefficiencies Identify Self-Service Gaps

24 Leveraged Technology Imaged all paper records Created paperless processes Created more online services

25 Leveraged Technology Eliminated reasons for students to come in or call outsourced verifications transcript ordering online stopped transcript pickup grades, etc. in student portal

26 Service Transformed Now when they do come in or call Something is very wrong!

27 Replaced Student Mentors with Staff-2004 First contact to Fix 80% (80-20 rule) Staff volunteered for front desk Re-trained as Intake Specialists Branding service over two campuses

28 Separated Intake from Experts Separated front desk from the back Partitioned the sections! Skill Based Routing of phone calls began Two campus locations, same service

29 New Circles of Service SR Processing ARC Loop ARC LPC

30 DePaul University Student Experience Experience Analysis Conducted by DePaul Information Services December 13, 2005 v6

31 Myths vs. Realities: Strategic Opportunities Eliminate the Bounce! Improve key processes Improve organizational support Improve training for support staff Improve the service model

32 One Stop Opened DePaul Central = Fin Aid, Stud Accts, SR Integrated seamless service No visible silos Intake Service Model Two-Tier Intake-Expert

33 VoIP Implementation-12/2006 Each office reduced to single number Staff work 3 queues across campuses Improved resource management

34 Circles of Service Integrate DePaul Central Student Records Financial Aid Student Accounts Payment Center Integrated One Stop Service

35 Servicing One Channel at a Time Service is never an interruption -it s our business.

36 DPCL #2 Opens-2008 Branded service in both locations Developed Certification Training Last processing staff moved

37 Processing Centralized-2008 Student Support Services dedicated floor SR, FA, Admissions &Transfer Processing Proximity provides new efficiencies

38 SR Skill Based Routing SR Experts answer staff/faculty Intake Specialists answer student t dpcl@depaul.edu DPCL Intake resolve 72-80% -desk, phone, and IM/chat All questions routed to the right person

39 Future Plans DePaul Central Contact Center One Stop phone service

40 Contact Center Project SR, SA and FA- 160,000 calls annually Planned integration originally in 2006 SR s number changed to DPCL in 2006 Two Tiered Phone queues in Pilot

41 Current Phones- 3 Queues Most often 2, up to 6 max Most often 2, up to 12 max Most often 4, up to 24 max

42 DPCL Contact Center Vision All Incoming Traffic SR 2 nd Level DPCL Queue Intake Staff Cross Trained same as Intake at DPCL Front Desk Answering 60-80% of queries SA 2 nd Level FA 2 nd Level

43 Current Two-Tiered Pilot All Incoming Traffic DPCL Queue Intake Staff Cross Trained same as Intake at DPCL Front Desk SR 2 nd Level Answering 60-80% of queries

44 Two-Tier Service Advantages 1. Works on all service channels 2. Intake works as clearinghouse 3. More first contact resolutions 4. Experts freed from interruptions

45 Remember- Real change takes time!

46 Questions? For more information: leave your business card or sign in, please Susan Leigh