PowerPoint Presentation

University Phone System Upgrade

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University office locations. Headquarters in Maryland.

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.2

Los Angeles, Tempe, and San Antonio

The Los Angeles, Tempe, and San Antonio offices all have Enrollment and Academic Advising departments.

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.3

Chicago, IL

This is an example text

Go ahead and replace it with your own text. Go ahead and replace it with your own text

Chicago, IL has only an Academic Advising and the Office of Admissions.

Chicago only has Academic Advisors and the office of admissions.4

Maryland

The Maryland office is the headquarters and has Enrollment, Academic, Admissions, and Financial Aid departments.

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.5

2012-2013 University Operations Phone UpgradeIn 2012 2013 all enrollment and academic advising departments changed to a new computerized phone systemThis enabled 3 times the number of outgoing customer service calls to students and prospective studentsAdheres to call management guidelines automaticallyPrerecorded messages so agents have more free time to spend on other tasksRegulates time zones so that outgoing calls are automatically prioritized

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2012-2013 University Operations Phone Upgrade

The new phone system is designed for incoming call volume

Incoming

IncomingIncomingIncomingIncomingIncoming

The application that goes with the phone is designed for an incoming call center. Which we are not!7

2012-2013 University Operations Phone Upgrade

The Enrollment Advising staff make more outgoing calls. Work-arounds had to be developed.

Outgoing

OutgoingOutgoing OutgoingOutgoing OutgoingExtra 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.

The application that goes with the phone is designed for an incoming call center. Which we are not!8

2012-2013 University Operations Phone UpgradeAfter implementation there has been collaboration on how to best fix the new system to work with advising work requirementsLeadership and staff are working together through the processInitial frustration has moved to acceptance to appreciation of most of the new phone system featuresOn going process

Lets try this..OK!Whatcan we do?

2012-2013 University Operations Phone UpgradeReferences:

Cisco Phone System image

Medlyn, K. (2013). Personal communications