Easy answers instead of long waits for callers
With more than 25,000 students, located in the leafy suburbs of South West London, Kingston University is a popular choice for undergraduate and postgraduate studies. The University offers a range of exciting academic courses – all designed to provide students with greater career prospects and the ideal launchpad into their respective career choices.
At the core of the University, is a "Debt Recovery" team that manages a sales ledger of £100 million and oversees the collection of all student fees. The team, led by Hope Merris, Kingston University's Credit Control Manager, fields an average of 6,000 calls per month from students, peaking to more than 12,000 during the month-long enrolment period each September.
In the past, using a basic telephony system — that provided no voicemail service nor any forwarding capabilities for calls when the lines were busy — the team struggled to answer calls in a timely manner and incoming payments or queries were often missed. This ultimately became an untenable issue and alternative options to improve the situation needed to be considered.
Vonage Contact Center to the Rescue
Based on a recommendation from the University's Applicant Services department - that had been using Vonage Contact Center (VCC) very successfully - the Credit Control team chose VCC as its solution. With VCC, contact centre technology is delivered as a service over the internet and provides an enterprise-class virtual call centre solution for organisations of all sizes.
Deployed in just a week, VCC provided the team with a robust platform for handling large quantities of calls. The system included a voicemail and call routing service to other departments within the University. Calls are no longer dropped; when all lines are in use, callers are now greeted with a range of options to help resolve their queries. The system also prioritises callers who want to make payments within the queuing system, converting a large number of these calls into successful payments.