It’s that time of year when the college applications and anxious calls to the admissions office start pouring in. It’s an exciting time for high school seniors anticipating where they’ll continue their education. The question is, is your admissions office ready for the influx of incoming calls?
If your admissions office finds itself overwhelmed this time every year, it’s time to implement significant changes. An omnichannel call center could be just the tool your team needs. Continue reading to learn how universities can benefit from omnichannel call centers.
Microsoft Teams integration and IVR technology enable greater productivity.
If you’re still reading this article, it’s probably because your phones are ringing off the hook and you’re looking for a better way to manage your call load. IVR is a great tool for your phone system. Interactive voice response utilizes a virtual agent to answer and route calls, and it can handle many queries without help from a human agent.
Implementing a Microsoft Teams call center enables integration of Microsoft Teams and your virtual contact center, allowing your customer service operations to be remote. Your team members will get all the functionality of the Teams platform combined with advanced contact center solutions like a virtual agent to manage your call queue.
CRM to contact center integration creates personalized customer experiences.
Microsoft Teams integration enables seamless collaboration for your team members, but CRM integration helps improve the customer journey. Your customer relationship management software houses vital customer information your contact center agents can use to personalize the experience of each caller.
Today’s teens grew up in the age of Industry 4.0, so advanced technology has always been there for them. When a high school senior calls your office for college admissions help, they expect you to know who they are, what they want, and where they are in the college application process. You can meet those expectations with customer relationship management integration.
Omnichannel routing enables seamless transitions between channels.
As we said before, today’s youth are tech-savvy people, and they like to use digital technology wherever applicable. One of the most important cloud call center features is omnichannel technology. Omnichannel communications solutions enable your team to communicate with prospective students on the communication channel of their choice. You can even integrate your social media with your contact center to communicate with applicants on their favorite social networks.
Another great thing about omnichannel communications solutions is they enable seamless transitions from one channel to another. Let’s say one of your call center agents was communicating with an applicant via live chat and the applicant wanted to switch to the phone line. Your agent could make that switch without ever losing contact with the applicant. That means your website visitors can go from live chat to the phone line without having to restart their query or wait to connect with the right agent.
Contact center as a service (CCaaS) software is vendor-managed.
Finally, contact center as a service (CCaaS) software is vendor-managed, meaning you never have to worry about upgrades and bug fixes. You get all the benefits of high-powered software without any of its potential headaches. Cloud technology wins the day again.
Omnichannel call centers have contact center functionality, meaning it provides a myriad of ways to connect with prospective students throughout their admissions process. Your admissions office is always open with your IVR virtual agent answering, routing, and recording incoming calls. Furthermore, you can personalize each applicant’s customer journey by integrating your CRM and contact center software. Make seamless transitions between channels of communication with omnichannel routing, and never have to worry about bugs and updates as the vendor manages CCaaS.
Omnichannel call centers are essential tools for providing comprehensive, round-the-clock customer service. Indeed, implementing an omnichannel call center is one of the best ways to enhance customer interactions.