Universities are committed to providing a supportive and positive service for all and understand that going to university could be a big adjustment for first-year students. Universities offer a Wellbeing Service covering several departments whose aim is to support students by helping them manage any problems or issues to continue with their studies. Each service has different levels of support and different resolutions available, which means students could be passed on to more specific departments or asked to call back to get the support they need.
Sometimes students encounter personal or academic difficulties, and Universities have several specialist support services to aid students through challenging times and enable them to fulfil their potential. Our customers wanted to make contacting their Wellbeing and Student Services easier for students faced with college or study-related stress, financial worries, loneliness and isolation, as well as relationship and family problems.
Last summer, C3 was contacted to deliver a Student Mental Health & Wellbeing Contact Centre to a University after identifying that their current voice-only solution was no longer able to deliver the level of service they wanted to provide. This project was even more challenging due to the tight deadlines and the urgent need to get the solution deployed, tested and staff trained before the beginning of the new academic year. The challenge for this University was to ensure that it was offering effective, scalable and accessible support and advice to students, staff and external agencies when it was needed but hadn’t previously had a way of recording call capacities or service outcomes.
The solution was C3’s CONTACT which allowed the University to consolidate its resources by providing a contact centre that allowed volunteers and staff to log in from any location and accept calls/enquiries no matter their location/time/day. The Universities previous solution was tied to hunt groups and physical desk locations. Still, with C3’s CONTACT, staff could receive calls anywhere within the University, allowing for more sensitive calls to be taken away from the office environment.
With nearly 30 years’ experience C3 were able to surpass the project brief and offer advice on system resilience, emergency modes, advanced reporting and future adapters (SMS, Live chat and email). Simply recording call closure reasons and notes against a call and then running historical reports allowed the University to allocate counsellors quicker than previously possible. In turn, this has also meant that they can pro-actively monitor abandoned calls and distribute calls to the correct service/counsellors upon the first contact.
All of our products can be tailored to clients' individual needs and are fully scalable, allowing them to meet the needs of their customers.
Our flexible call centre solution offers a comprehensive package that connects callers to agents working across multiple locations and is ideal for Virtual Services and Contact Centre Outsourcing/ Offshoring.
We pride ourselves on offering robust, commercially advantageous solutions with excellent ongoing support.
If you have any special requirements get in touch with our team to discuss how we can help.
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