Sheffield Hallam sees an increase in offers
made through Clearing by over 15%

Download Sheffield Hallam University's full case study

The challenge

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.

Project outcomes

  • 37% increase in number of calls answered
  • Less than 10 seconds waiting time
  • 15% more offers made
  • 92% lower abandonment rate
  • 3x more agents on the front line
  • Great student experience and feedback.

A powerful and bespoke omnichannel solution
that transforms contact centre performance.

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The solution

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.

​The result

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.

“Netcall successfully helped us to develop and implement a new system that other companies in the industry said couldn’t be done!”

Download Sheffield Hallam's full case study

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