KICKING STUDENT SERVICES UP A NOTCH! Recruitment Summit July 13 th, 2011

STUDENT SERVICES Call Center Help Desk STUDENT SERVICES TRANSFORMATION STRATEGY Develop a comprehensive outsourced student services delivery model that provides a seamless, scalable, virtual 24/7/365 call center help desk to all KCTCS students

3 Phases to Implement the Call Center/Help Desk Phase 1: Standardize student services - develop inbound help desk Phase 2: Outbound Call Center Phase 3: Development of training modules for future Users STUDENT SERVICES Call Center Help Desk

Phase 2: Outbound Call Center July June 2013 Goal: The Help Desk will be able to conduct outbound recruitment, retention, and re-engagement campaigns as well as send out reminders for registration, financial aid, and student financials. STUDENT SERVICES Phase 2: Outbound Call Center

Deliverable 1: Develop outbound campaign content- Identify outbound campaigns, develop scripts, forms, and workflow, and incorporate branding guidelines into communications. Deliverable 2: Configure Intelliworks CRM software and IVR/Dialer- determine data elements for each campaign, data format and file format; develop test and automate the interface, enter campaigns into software, and integrate with telephony systems. STUDENT SERVICES Phase 2: Outbound Call Center

Deliverable 3: Test Outbound Call Center Functionality- Test plan developed, issue assignments, conduct testing, gather results, shared information with vendor, make adjustments as needed, and re-testing if required. Deliverable 4: Develop and conduct training for staff and vendor to use CRM- develop training plan and materials and train staff and vendor. STUDENT SERVICES Phase 2: Outbound Call Center

Deliverable 5: Marketing and Communications (Students, Internal, and External)- Develop prospective student funnel communication strategy, integrate CRM strategies with all KCTCS marketing/recruitment activities, develop prospective student portal, develop and conduct internal communications campaign, develop and conduct marketing campaign, brand the CRM, and track effectiveness of marketing campaigns/communications. STUDENT SERVICES Phase 2: Outbound Call Center

Deliverable 6: Integration of Retention Software- determine what data elements will be used, develop the interface, test the interface, and automate the interface. STUDENT SERVICES Phase 2: Outbound Call Center

STUDENT SERVICES Phase 2: Outbound Call Center

QUESTIONS? STUDENT SERVICES Call Center Help Desk