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Call Center Performance

  • three performance awards the call center has received

Performance Data Tables

Inbound Phone Calls
20142015Comments
Total Calls Received 190,847 220,851 15.7% increase in total calls (30,004) presented in 2015 from previous year
Total Calls Handled 178,125 201,903 13% increase in total calls (23,778) handled in 2015 from previous year
Total Calls Abandoned
(not answered)
12,772 18,948* A total of 6,226 more calls were abandoned in 2015 from previous year
Call Abandoned Rate 7% 9%* Overall abandon rate increased by 2% in 2015 from previous year
Total Calls Transferred
(to other depts.)
30,699 44,998 Overall abandon rate increased by 2% in 2015 from previous year
Call Transfer Rate 17% 22% Overall transfer rate increased by 5% from previous year
* (Note: Staff shortages, two full time & three part-time reps, & restriction from filling vacant positions during 2015 negatively impacted several performance metrics)
Online Chat Inquiries
20142015Comments
Total Chat Inquiries Received
(this number do not include the ongoing messages within each chat session)
13,334 18,205 37% increase in total online chats (4,871) from previous year
Average Response Time 51 Seconds 47 Seconds* 4% decrease in average response time from previous year
* Ongoing technical issue with Smarter Track application ameliorated during this period however persistent issue still negatively impacted this metric
Email Inquiries
20142015Comments
Total Emails Received & Answered 5,448 21,662 See note 1
Average Response Time 4 Hours & 52 Minutes 1 Hour & 35 Minutes See note 2
1 Total emails for 2015 period was over-reported due to technical issue with Smarter Track application, a high number of duplicate & other depts. emails flooded the Call Center inbox
2 Average response time for this period was under-reported due to technical issue with Smarter Track application, a high number of duplicate & other depts. emails flooded the Call Center inbox
Email Inquiries
20142015Comments
Total Catalogs & Schedule of Classes Mailed Out 1,251 814
Total Postcards Processed & Received 239 175
Total Welcome Letters Processed 40,417 38,614

Outbound Call Projects

The Call Center assisted the Office of Institutional Research with the following outbound projects during 2014 & 2015 period:

  • 6/18/14—Spring 2014 Students Who did not Register for Fall 2014
    Received and contacted a list of 35,506 students of which 23,980 were contacted. Of those contacted, 51% (12,286 students) responded
  • 8/5/14—Dropped for Non Payment & Not Re-Enrolled: Received and contacted a list of 448 students of which 82 (18%) responded
  • 8/7/14—Spring 2014 Students Who Did Not Register for Fall 2014
    Received and contacted a list of 11,830 students of which 6,650 (56%) responded
  • 8/25/14—Enrollment Cancellation List for 8/25. Received a list of 374 students of which 346 were contacted. Of those contacted, 123 (36%) responded
  • 9/19/14—On-Time Registration Survey—Received and contacted a list of 299 students of which 59 (20%) responded
  • 7/29/15—Registered for Spring 2015, not Registered for Fall 2015 (students with 42+ credits)
    Received and contacted a list of 5,564 students of which 1,308 (24%) responded. This was a joint outbound project with the Marketing Dept.
  • 8/31/15 ELI—Retention Call Initiative for Fall 2015, 16 Week Session
    Assisted the ELI dept., received a list of 1,687 students, all students were contacted and feedback was forwarded to ELI
  • 9/23/2015—Fall 2015 Students Dropped due to Non-payment
    Received a list of 4,769 students of which 1,128 (24%) responded
  • 12/10/15—Spring 2016 Open Registration Reminder
    Received a list consisted of 28,838 students of which 7,489 students were contacted. Of those contacted 2,113 (28%) responded
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