Competition between universities to fill their places is fierce. Clearing plays a vital part in making sure courses with places available can become filled. Sheffield Hallam's Clearing solution was not delivering the required results. Call waiting times were long, causing high call abandonment rates. The existing infrastructure capacity was struggling to keep up with demand.
Netcall’s hosted Liberty ContactCentre solution increased inbound lines and infrastructure capacity
for the Clearing period. The solution was a fully scalable option and highly
cost effective. As a hosted system, it enabled Sheffield Hallam to implement a
robust contingency plan that could be replicated at another site or location in
the event of a disaster or emergency evacuation.
Call wait time was dramatically reduced to under 10 seconds, over a 99% reduction. Students were able to get through to a front-line staff member quickly to answer their questions. Queues were managed in real-time. The resilience and scalability of the hosted system meant that all available phone lines could be used to answer calls.