Better Education Outcomes

When it comes to meeting the requirements and communication needs of thousands of students, Unified Conversational Recording becomes imperative by simplifying operations, improving engagement, and encouraging collaboration.

The Scenario

Carol works as a senior manager, student engagement and support faculty at a leading University and is responsible for contact centres covering help desks, registrar’s offices, admissions offices, reservations desks and customer service teams. With a large team working alongside her, contact centres are responsible for providing front line services to students providing comprehensive information, advice and services in admissions, enrollments, completion and graduation information and so much more.

Challenges

During peak enrollment, season increased tasks and transactions increase risks to Carol and her teams, including:

• Residential calls from students living on campus regarding service requests, queries and complaints

• Staff unable to drive student recruitment, as the phone calls and admin tasks take up their time

• Student enrollments not completed correctly and incorrectly informed as staff don’t have all the student information on hand

• Disputes and queries related to fees and payments

The Outcome

With Unified Conversation Recording and true AI in the Dubber Voice Intelligence Cloud, Carol can:

• Record and transcribe calls to resolve disputes and miscommunication

• Record calls for compliance and verification of verbal transactions

• Securely share call recordings with staff or other authorities

• Increase operational effectiveness and reduce admin

With a cost-effective and secure Unified Conversation Recording and true AI in the Dubber Voice Intelligence Cloud - available via a SaaS model - education providers can monitor processes and eliminate errors in details and communication. 

Unified Cloud Call Recording can be deployed immediately to satisfy the phone-based record-keeping needs of operations and, most importantly, students. Additionally, voice AI can transcribe calls, analyze content and be alerted to caller sentiment, providing greater insight into student calls; enabling staff to plan for peak season accordingly.

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