The Office of Financial Aid, Admissions, and Student Accounts was the first to experience the benefits of this interactive and customer focused service on February 12. The Communications Center is responsible for answering approximately 1,000 to 2,500 calls a day for the largest student touchpoints in the UTA community. According to Melissa Smith, Director of the Communications Center, “[the] previous technology limitations hindered our ability to meet [call volume] demand… [as] callers expected a high level of customer service that is closely aligned with the rest of their UTA experience.” With the implementation of this new software, their customers will notice two major changes:
Callers will no longer hear a busy signal during peak call times
Call back options allow customers to schedule time with support teams instead of holding on the line indefinitely.
This product has revolutionized the way the Communications Center interacts with their customers by providing qualitative data that can proactively manage call volumes, staffing needs, and call trends.
“With the immediate benefits of this new product… we can create a customer service experience that is not only high quality, but consistent with every call.”
– Melissa Smith, Director, Communications Center
For additional information about transforming customer service at The University of Texas at Arlington, please read the following articles.
