Adventures of a Financial Aid Call Center

Transcription

1 Adventures of a Financial Aid Call Center Dr. Christopher Murr, Director Jennifer Obenhaus, Call Center Supervisor Financial Aid and Scholarships Texas State University

2 Overview Guiding Business Principles Business Challenges Proper Staffing Training Utilizing Technology Reports Performance Assessment Staff Empowerment Maintaining Excellent Morale Text

3 Guiding Business Principles 1. Maintain compliance with all applicable federal and state financial aid rules and regulations 2. Provide excellent service to both internal and external customers 3. Promote training, empowerment and accountability 4. Seize opportunities for improvement of our business processes

4 Business Challenges Provide more personalized service Reduce wait times and service times by 5% Manage customer complaints more effectively Hold staff and customers accountable In a compressed timeframe, train temporary staff members to be knowledgeable and effective at assisting students

5 Proper Staffing

6 Determining Adequate Staffing Levels Erlang C Calculator FAS Call Center Staffing Needs Based on ERLANG Calculation for the Month of August Calculation Variables Outcome Month Avg. Calls per Hour Call Duration Wait Time Agents Required August 276 5:00 10:00 24

7 Use of Temporary Staff Proposal for funding Lead advisor position Attrition rate

8 Hiring the Right Team Members Customer service experience Solid communication skills Call center experience is beneficial Common traits Friendly People who have dealt with repetitive tasks Setting the proper expectation during the interview Providing yearly phone stats Include a current phone advisor on the interview panel Provide call scenarios Utilizing staffing agencies for temporary staff

9 Training

10 Initial Training Training Intensive general 7-day training Intensive advisor team training Observation period Co-piloting

11 Initial Training Classroom setting Instruct on main financial aid topics Test on main financial aid topics Self-Study Handbook readings Observation Co-piloting Rotating through permanent staff

12 Continuing Training Bi-weekly meetings Mini training sessions Bounce ideas off of each other Refresher training Scheduled training topics throughout the year Hot topics requested by team Study Abroad Special Circumstances Quizzes Learn about other areas responsibilities Updates Announcements Constant s/handouts Items to complete during slow periods

13 Utilizing Technology

14 Call Recording System Records conversation and screenshots Allows for more effective customer service management of complaints Perform quality assurance on phone advisors

15 Call Recording System

16 Call Recording System

17 Call Recording System

18 Call Log Integrated tracking of and phone bank contacts Facilitates more effective resolution of customer service issues

19 Call Log

20 Auto- ers and Work Lists Improves service time Standardizes communications Automatically documents communication

21 Auto- ers and Work Lists

22 Auto- ers and Work Lists

23 Call Board Provides a focus for phone advisors and managers Allows phone advisors to view real-time queue statistics (e.g., average wait time, calls in queue, etc.) Phone advisors can more effectively adjust their breaks based on call data (e.g., call volume and number of advisors taking calls).

24 Call Board

25 Instant Messenger Group conversations One-on-one contact with supervisor

26 Reports

27 Internal

28 External

29 External

30 Performance Assessment

31 Performance Assessment Appraisal Qualitative and quantitative measures Mutually agreeable appraisal standards Quality Assurance Monthly assessment Score Sheet Follow-ups Bi-weekly one-on-one meetings

32 Staff Empowerment

33 Staff Empowerment Staff are encouraged to submit their ideas Business Improvement Plan (BIP) Attend customer service workshops Created a Disconnect Policy for verbally abusive callers Cross training with our central processing area for better understanding of how documents are processed Used staff recommendations on problem issues to develop student focus groups designed to improve the customer experience Thanks ang ahae good weekend.

34 Maintaining Excellent Morale

35 Maintaining Excellent Morale Created an open door environment with management Birthdays and Anniversaries Decorating work area Everyone participates Movie Day Play light hearted movies on call board Popcorn and snacks Dance-off's Semester luncheons Management team provided breakfast/lunches

36 Our Call Center

37 Questions?

38 Contact Information Dr. Christopher Murr Director Financial Aid and Scholarships Jennifer Obenhaus Supervisor Financial Aid and Scholarships