| Initiative Title | Hire Full-Time CSEA Grade 4 Employee for Call Center |
|---|---|
| Submitted in Previous Year(s) | 2017 |
| Critical Information, Notes, Justification, Rationale | The Call Center was created to address level one calls for Admission, Student Accounts, Financial Aid, and Registrar Office. Currently the call center has been staffed by one full-time employee and one part-time. The current staffing is insufficient for the call volume, and has limited the call management to Admission. The level of training required for someone to be able to manage the variety of calls that comes with addressing four different departments level one calls is immense, and requires two full-time employees in the role. In addition, currently the Call Center employees serve as back up for the Welcome Desk and vice versa. Currently we have one full-time employee at the Welcome Desk which necessitates that the Call Center employees also cover the Welcome Desk. If we had another full-time grade 4 CSEA employee, this would enable us to adequately staff both the Welcome Desk and Call Center and take on the level one calls for Student Accounts, Financial Aid, and Registrar, and fulfill the role that these areas where designed to do from the start. |
| Consequences of this initiative not being funded | Students and others calling into the call center will continue to have long wait times and hang-up before their calls are answered which is poor customer services to prospective as well as current students. This occurrence also causes other staff on the campus to manage calls that often results in multiple transfers and frustration for the caller. Additionally, Call Center will be unable to take on the other calls for Bursar, Financial Aid, and Registrar as originally intended. |
| Department Goals | Provide exemplary customer service to current and prospective students, both in-person and via the phone. |
| Programs | |
| Locations | Main Campus |
| Estimated Completion Date | |
| Will this initiative span multiple budget years? | Yes |
| Importance | High |
| Funding Source | Request for Prioritization |
| Created | 11/14/2018 3:52 pm |
| Updated | 01/14/2019 12:03 pm |
| Goal | How will the initiative support this institutional goal? |
|---|---|
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With the Call Center adequately staffed, we will be more efficient and effective in assisting students who call the college with questions and concerns. |
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The initial plan for the Call Center was to manage incoming calls for all four offices encompassed by SSC (i.e. Financial Aid, Admissions. Registrar, Student Accounts.) Currently, due to lack of staffing, we are only able to handle calls for Admissions. Adding another employee would help us achieve this initial plan, and thereby increasing the efficiency and effectiveness of the Call Center. Currently students are transferred multiple times to get to the various offices, which is very inefficient and frustrating for students. |
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Increasing the staffing of the Call Center would enable us to centralize information within one Call Center and eliminate the need to transfer students to multiple offices to obtain information. |
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Increasing Call Center Staff will improve the student experience by providing better communication between the college and current and prospective students. |
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The current set up of the Call Center has the the necessary facilities, equipment, and technology, but is lacking the personnel to be effective. We have two cubicles with phones and monitors that sit empty, and we must use the one employee in the Welcome Desk to fill in for answering calls. If we can hire another employee in the Call Center we can improve services to students and enhance the student experience. |
| Action Step | Responsible Party | Order |
|---|---|---|
| VPSS will gain approval for position through appropriate procedure. | VPSS | 1 |
| Updated job description submitted to Human Resources | Director, Student Services Central | 2 |
| CSEA List will be ordered and canvassed in accordance with County policies | Human Resources | 3 |
| Respondents will be evaluated, interviewed, and hired | Director, Student Services Central | 4 |
| Outcome | Order |
|---|---|
| Reduction in abandaned phone calls | 1 |
| Call Center will address level one calls for Admission, Bursar, Financial Aid, and Registrar office. | 2 |
| Method | Description | Other Method | Responsible Party |
|---|---|---|---|
| Institutional Data | Review both program and student data that is collected at the institutional level. Data can include program enrollment, retention, transfer, student GPA, etc. | Director, Student Services |
| INITIAL YEAR COST: | $42,874.00 |
|---|---|
| RECURRING COST: | $42,874.00 |
| Need | Cost (Initial/Recurring) | Supporting Departments | |
|---|---|---|---|
| TOTAL: | $0.00 / $0.00 | ||
| Need | Cost (Initial/Recurring) | Supporting Departments | |
|---|---|---|---|
| TOTAL: | $0.00 / $0.00 | ||
| Need | Cost (Initial/Recurring) | Supporting Departments | |
|---|---|---|---|
| TOTAL: | $0.00 / $0.00 | ||
| Need | Cost (Initial/Recurring) | Supporting Departments | |
|---|---|---|---|
| FT CSEA Grade 4 | $42874.00 / 42874.00 (1st year) |
|
|
| TOTAL: | $42,874.00 / $42,874.00 | ||
| Need | Cost (Initial/Recurring) | Supporting Departments | |
|---|---|---|---|
| TOTAL: | $0.00 / $0.00 | ||
| Need | Cost (Initial/Recurring) | Supporting Departments | |
|---|---|---|---|
| TOTAL: | $0.00 / $0.00 | ||
| Need | Cost (Initial/Recurring) | Supporting Departments | |
|---|---|---|---|
| TOTAL: | $0.00 / $0.00 | ||
This initiative is not ready for prioritization.
| Date | Department Name | Status | Cost to Date | Funding Source | |
|---|---|---|---|---|---|
| No results found. | |||||