Students act as an asset to any Nation. Their engagement in Higher education studies is an important factor. Engaged students show good academic progress. They also contribute significantly to the progress of the country. But, there has been a decline in the student’s engagement level.
This decline is a point of concern for a number of universities. There are many suggested techniques for improved engagement. The use of advanced call center technology is an innovative way. It enables campuses to engage with students in an advanced way.
The Current State of Student Engagement
Student engagement is a synonym of student enthusiasm for their studies. It is a direct measure of a student’s commitment to their institution. EAB conducted a study to assess campus engagement. It revealed that students’ engagement has dropped to an all-time low level. Some indicators showed a persistent decline. Declined indicators were:
- Class attendance
- Poor participation in class government
- Poor interaction with students
- Low interest in class activities and assignment
A gradual decline in these indicators has shown poor impacts. Following are some of the few poor impacts:
- Lower learning rates
- Lower degree completion rates
- Reduction in impactful and volunteer alumni
- Negative impact on campus culture
- The slow decline in the country’s intellectual asset
Bridging this gap is essential for students. It will provide a bright future for students. The following graph shows a decline in students’ engagement.
What Is Oracle Call Center Technology? How Is It Beneficial for Campus Engagement?
Oracle call center software is a one-stop solution for many problems. For example, Oracle service cloud CRM stores and organizes data. Cloud contact center technology improves communication. Oracle call center connecter makes sure of in-time response to students.
Cloud and CRM services provide customized responses to students. Oracle call center opens new opportunities for learning and teaching. Industry experts conducted studies to find out the best software. When it comes to ensuring seamless communication and support, choosing the best call center software for Oracle is a strategic move. Both students and institutions get benefits from call center integration. At the same time, it improves student learning and institutional sustainability.
The Potential of Call Center Technology
Oracle call center integration is innovative. It provides many ways to engage students. Cloud service makes every interaction personalized. The following graph shows the effectiveness of channels. Key benefits are:
Many platforms are available for communication. Among them include SMS, web chat, voice mail, voice chat, and social media. They are integrated on one platform. It makes communication fast and reliable.
Integrating With SIS
Useful communication demands access to students’ data. Students’ grades, courses, and schedules should be accessible at one click. Integration with SIS provides data at one click. CRM and cloud store and organize data.
It is human psychology to be satisfied by customized responses. Oracle telephony integration provides routing as well. The incoming calls of the students are routed to the person who can provide the best response.
Automation is an advanced option. It automatically sends reminders to all students at a time. It schedules and initiates calls and meetings automatically.
Oracle call center provides advanced analytics and reporting. Analytics provides a way to track the speed of progress. Key indicators that are tracked are call volume, wait times, and CSAT scores.
These benefits are obvious from the study of Campus Technology Magazine. It reported a 19% increase in student satisfaction and engagement. It was seen in the students of those institutions who use call center technology.
Why Oracle for Higher Education Call Centers?
Oracle provides the best contact center platform. It satisfies the unique needs of higher education. The following are the provided capabilities:
Simplified SIS Integration
Successful integration with other platforms is a key concern for call center users. Oracle integrates well with other SIS platforms. It streamlines workflow and provides easy access to students’ data.
Intelligent Virtual Agents
Most of the student inquiries are the same. AI-powered chatbots handle student queries. It also hands over complex issues to human agents. It reduces call volumes and improves CSAT.
Oracle provides 50+ pre-built reports to derive insights from call data. Users can track operational KPIs and engagement metrics.
Security is always the first priority of people. Oracle call centers safeguard student data. The security tools are SOC2 compliance, role-based access control, strong encryption, and more.
These capabilities make Oracle an ideal choice for call center technology. It can strongly boost campus engagement.
Strategies for Improving Engagement
Call Center technology is only one way of improving engagement. The following are the strategies that can improve engagement:
Segmentation of students’ audience is a key strategy. Because every student has different needs and preferences. Dealing with each student in a personalized way is a key strategy. It improves. reliability. The following can be a way of grouping:
- Class level (freshers or sophomores etc.)
- Academic standing
- Residency status
- Demographic traits
- Involvement on campus
- Personal interests
Automating student touchpoints is a key strategy. This automation will make students more connected to their institutes. The following are the key touchpoints:
- Scheduling campus tours
- Registration reminders
- Absence alerts
- Financial aid notifications
- Class cancellation alerts
It will also make staff more vigilant in giving responses to more complex issues. The following graph shows the effectiveness of automated responses.
Gamification techniques will add fun. It will also boost student participation. Examples of gamifying interactions include:
- Call center contests like most tickets resolved
- Best CSAT scores with prizes
- Social Media challenges initiated by call center ambassadors
Measuring the Impact
Making all the changes will not create a difference. It is necessary to measure the impact of changes for true progress. Measuring the right indicators is more crucial. The following are different indicators that should be measured:
Student Surveys should be of the following:
- Net Promoter Score (NPS)
- Satisfaction scores
- Subjective feedback
Operational Data survey may include the following things:
- Call volume
- The average speed of answer
- Abandonment rate
- First contact resolution
Surveys of educational matters may include:
- Assignment and test score averages
- Course completion rates
- Retention rates
Analyzing this data will provide insight into the impact of the made changes.
Tips to Start With Oracle Call Center Technology
To get maximum benefits from call center implementation. It is necessary to integrate it in the best way. Here are some tips for implementing Oracle call center technology:
- Set clear goals. Goals should align with institutional objectives
- Examine existing processes. Identify areas that need optimization
- Develop well-defined metrics
- Create a detailed roadmap
- Make a complete timeline for implementation
- Invest in agent training to maximize benefits
In a nutshell, Higher education is facing a decline in students’ interest in campus. It is dangerous for students’ learning as well as for any country’s progress. Call Center technology is an imminent way to boost connectivity. Oracle Call Center technology has various benefits for Higher Education.
Tools like Cloud, CRM, telephony, and AI chatbots are giving huge benefits. They are storing data, giving customized and automated responses. It is also making employees more vigilant. Users can now focus on more attention required issues than common queries. They can use their time and efforts more effectively.
But call center technology should be used in a way that maximizes benefits. The aforementioned tips and strategies should be used to maximize gains and benefits. Call center integration will optimize campus engagement.
Frequently Asked Questions
What is a way to install gamification in a call center setting to boost engagement?
Gamification techniques will add fun to students’ daily lives. It will act as an incentive and will increase student participation. They can be installed through easy virtual/mobile integration.
What are some ways to reward call center reps for their contributions?
Rewards are ways of motivation to do better. Rewards may include prizes, gift cards, days off, verbal/written recognition, and promotions. Reps also appreciate growth opportunities, training, and flexibility.