2013-14 Unit Plan
Call Center

Mission Statement

The mission of the Call Center is to provide accurate, efficient handling of all incoming telephone calls.  The Call Center is committed to providing excellent customer service and representing Butte College in a positive, professional manner.


Program Description

The Call Center is part of the Student Services Division.  The Call Center answers incoming telephone calls for TeleReg, Cashiering, Financial Aid, Admissions & Records, Assessment, Associated Students, Campus Information/Orientation, Helpdesk, Blackboard, Career Center, DSPS, EOPS, Transportation, Job Placement, Business Office, Prometric Testing, Health Services and SPS-Vice Presidents office.  This year we added Main Campus Counseling and Chico Center Counseling.  The goal is to provide timely, accurate information to the caller and transfer only calls that are specific in nature. To maintain a high degree of accuracy, it is necessary for the Call Center staff members to be up-to-date with the various departments’ policies and procedures.

The office is comprised of:
•	Two (2) Call Center Representatives who are full-time employees
•	One (1) Spanish Call Center Representative who is a permanent part-time 24-hour employee
•	Four (4) Call Center Representatives who are permanent part-time 24 hour employees

In Fiscal 2012-2013, with huge budget cuts looming, our one time money for (3) newly trained 12 hour flexible staff positions was cut.  With the loss of staff, new rules and regulations and more online services, our call volumes increased.  We added both Chico Center and Main Campus Counseling lines and are providing more and more online service assistance and navigation.  New online services for Assessment, Orientation and Financial Aid increased our  navigation and training assistance with students and matriculation exemption changes, Academic Standards and Financial Aid Rules and expanded TeleReg added more questions as well.  The bottom line is we are getting more and more calls, resulting in longer wait times during peak times and no real slow periods.  With new phone monitoring ability, we recorded constant and average wait times of 6-9 minutes throughout the weeks just prior to the term and registration.  This is a significant change from the little to no wait Call Center of the past.  At one point with 1 of our 5 FTE staff out on family emergency we hit a 26 minute wait queue and experienced days where operators assisted up to 1000 callers.     

Future Development Strategy

Strategy 1

Utilize the online community forum knowledge base system "Get Satisfaction" to provide self-serve online help guidance to students.

Initiatives
  • Focusing on student success
  • Enhancing an innovative, responsive, and accountable culture
  • Modelling sustainability

  • Supporting Rationale
    With increased online services comes a need for increased online help and training tools.  This online community forum knowledgebase provides a perfect venue to provide both these services with an easy to use, low cost solution.  You ask, we answer.  This allows students to get their questions answered without having to call, reduces our call volume and utilizes our staff during periods when we experience fewer calls.

    Supporting Rationale Alignment
  • Supports Previous Program Review Recommendations
  • Supports Changes from Student Learning Outcomes Assessment
  • Resolving health, life, and safety issues
  • Maintaining core programs and services
  • Increasing student success
  • Establishing new initiatives that support the Strategic Direction
  • Maintaining the appropriate program and service mix between the main campus and outlying centers
  • Strategy 2

    Hire a full-time Call Center Representative to replace the 3 part-time staff we lost mid-year with budget cuts  Utilize appropriate Non-Matriculation funds for newly classified Spanish Call Center Representative freeing up existing budget to fund a 60% staff member completely and provide this position with very little augmentation.

    Initiatives
  • Focusing on student success
  • Valuing a culture of learning
  • Enhancing an innovative, responsive, and accountable culture
  • Modelling sustainability

  • Supporting Rationale
    With added areas, additional online assistant needs of students and huge changes in regulations for matriculation, Academic Standards and Financial Aid, our call volumes have increased significantly.  If we want to provide little to no wait call center assistance, additional staff is needed.  A full-time staff member is more advantageous for training purposes as well as promoting and keeping existing personnel then multiple 10 month 12 hour positions for obvious reasons. 

    Supporting Rationale Alignment
  • Supports Previous Program Review Recommendations
  • Supports Changes from Student Learning Outcomes Assessment
  • Resolving health, life, and safety issues
  • Maintaining core programs and services
  • Increasing student success
  • Establishing new initiatives that support the Strategic Direction
  • Maintaining the appropriate program and service mix between the main campus and outlying centers
  • Strategy 3

    Use the pool of on call Reg Workers to assist with Call Center peak times which occur just prior to Registration periods

    Initiatives
  • Focusing on student success
  • Valuing a culture of learning
  • Enhancing an innovative, responsive, and accountable culture
  • Modelling sustainability

  • Supporting Rationale
    I beleive to honor our initiatives of students first we want to keep any wait times for phone assistance to a minimum.  Increasing staff during peak periods can provide this.

    Supporting Rationale Alignment
  • Supports Previous Program Review Recommendations
  • Supports Changes from Student Learning Outcomes Assessment
  • Resolving health, life, and safety issues
  • Maintaining core programs and services
  • Increasing student success
  • Establishing new initiatives that support the Strategic Direction
  • Maintaining the appropriate program and service mix between the main campus and outlying centers
  • Required Resources

    • Ongoing funding of "Get Satisfaction" from the Technology Department or a transfer of funds to provide ongoing support of this useful self help tool.
    • With the increase in call volume, we find that even our newest headsets don't last an entire day.  Therefore, a continued budget for headsets including backup sets for each operator.
    • Duplicating supplies money to provide information training handouts on an ongoing basis

    Current Revenue Stream

    With the newly classified 24-hour part-time Call Center Representative modified to Spanish Speaking, I would like to seek non-matriculation funds to cover this position to free up money to hire an additional staff member to meet students needs.

    Augmentation Requests

    Original Priority Funded Program, Unit, Area Resource Type Description Account Number Object Code One-Time Augment Ongoing Augment Supporting Rationale
    1 Yes Matriculation, Student Services, Call Center Personnel Call Center Representative 11-000-700-1-649005 52190 $21,527.00 $21,527.00 Increased need for assistance with changes in Academic Standards, changes in matriculation exemptions and Financial Aid rules. Additionally, we are finding ourselves being the training ground as we direct students to more and more online services.
    2 Yes Matriculation, Student Services, Call Center Personnel Pool of on call 195 day personnel currently on staff to work peak periods. This is one week prior to registration and 2 weeks prior to each semester. We can use the same Registration Worker pool since these periods don't overlap. 11-000-700-1-649005 52390 $13,846.00 $13,846.00 We experienced an average queue of 6-9 minutes for all students the two weeks prior to the semester and the 1 week prior to continuing registration. Using on-call personnel during peak periods could reduce wait times significantly. With only 2 full-time employees in our division, backup is needed for emergency purposes to avoid unreasonable wait times like one student experienced this spring of 26 minutes.
    3 Yes Matriculation, Student Services, Call Center Operating Expenses Budget for Headsets and basic supplies 11-0000-700-1-649005 56411 $4,000.00 $4,000.00 We bought new headsets to replace older models and no longer have any backup sets. We need backup sets for operators as the volume of calls is too much for any given headset to last a full day.
    4 Yes Matriculation, Student Services, Call Center Operating Expenses Printer paper, Copies of information materials lamination, 11-000-700-1-649005 54200 $500.00 $500.00 Budget needed to make copies and laminate training information for Manual and paper to print receipts and forms for students
    Total(s) $39,873.00 $39,873.00