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Despite the 24/7 culture we live in, nearly 70% of institutions are not able to provide support outside "standard business hours."
Given that a 24/7 higher education contact center receives more than 50% of total requests at non-standard times, educators and administrators are keenly aware that “standard business hours” apply to banks and dentists—not to students and professors. Presidium Learning can help address the internal barriers to expand service beyond 9-5, Monday through Friday.
Source: “Service on the Front Line: The IT Help Desk in Higher Education,” Educause Center for Applied Research (ECAR), December 2007
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The rapid explosion of technology has brought a fundamental seed change in the requirements to effectively support the higher education institution as a whole. A “perfect storm” has occurred where exploding end-user support volume has collided with increasing expectations for real-time service—while internal resources remain constant or shrinking. Delivering high-quality, easily accessible service has become mission critical to achieving the core mission of the institution.
The Presidium Offering
Presidium provides 24/7 contact center services for more than 600 institutions, systems, consortia, and education technology providers. Our privately branded, multi-channel approach blends self-help tools with real-time resolution via phone, chat, or web environments branded specifically for your organization.
The Presidium Difference
Because cost and quality are not mutually exclusive, delivering the highest rate of first call resolution in the industry at the best possible price requires a radical approach to contact center management.
We start by organizing our contact center team into small, skill-based team trained on the specialized user population, technical environments, and applications they support. Next, we ensure that the team is staffed appropriately—day or night—to manage all of your projected support requests. This approach ensures that inquiries from students, faculty, or staff can be resolved on first contact by a representative that knows your specific support environment.
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