Colleges and schools must provide effective enrolment support. The last thing students want when enrolling is to run into application problems. Colleges and schools that provide strong enrolment support build long-term student loyalty. Unfortunately, many colleges and schools struggle to support their students during enrollment season, leading to frustration and disappointment. The good thing is that education call center services are now available to help colleges and schools, but keeping enrollment support in-house is also an option. Leveraging outsourced and in-house education customer service can deliver impressive results.
An Overview of Education Customer Service
For colleges and schools, education customer service is more than just responding to questions and concerns during enrolment season. It’s about building effective, supportive interactions with students, parents, and teachers to ensure a smooth enrolment process.
*All infographics created by Nicole Baleros
Education Customer Service: Which Calls Can Outsourced Teams Answer?
Outsourced teams should handle general, repetitive, first-touch enrollment communications. These teams are capable and experienced in managing high-volume traffic across voice, email, and live chat.
The Pros and Cons of Outsourcing Education Customer Service
Outsourcing education customer service is a proven way for schools and colleges to achieve faster turnaround times and cost savings. However, schools and colleges must also understand the advantages and disadvantages.
Which Concerns Should Go to Admissions Staff?
School and college admissions staff should handle concerns involving sensitive, subjective, and policy-governed milestones. The admissions office has the knowledge, skills, and experience to handle high-stakes evaluations, policy decisions, and official approvals.
The Pros and Cons of Keeping Enrolment Support In-House
In-house student enrollment support gives schools and colleges effective, hands-on control regarding the applicant experience. However, schools and colleges must be prepared to handle high operational overhead and limited flexibility during peak enrolment seasons.
Key Takeaways
Colleges and schools that provide strong enrolment support build long-term student loyalty. Education customer service is about building effective, supportive interactions with students, parents, and teachers to ensure a smooth enrolment process. Outsourced teams should handle general, repetitive, first-touch enrollment communications. Outsourcing education customer service is a proven way for schools and colleges to speed up turnaround times and reduce costs. However, it can create control issues and communication gaps. School and college admissions staff should handle concerns involving sensitive, subjective, and policy-governed milestones. In-house student enrollment support gives schools and colleges effective, hands-on control over the applicant experience, but it comes with high operational overhead.
Interested in Education BPO Services?
Magellan Solutions provides inbound and outbound call center services and business process outsourcing in the Philippines. We have extensive experience providing best-in-class outsourced solutions to small and medium-sized enterprises (SMEs) and large global enterprises. We are a generalist BPO company that applies a process-improvement mindset to our clients’ outsourcing processes.
