Breadcrumb Navigation:

Home > Faculty & Staff > Marketing and Communications > Call Center > Performance

Call Center Performance

The Call Center has been in operation for approximately three years. Listed below is the annual performance record for the last two years.

Inbound Phone Calls

2008

2009

Comments

Total number of calls received

191,766

208,075

8.5% increase in total calls (16,309) presented in 2009 from previous year

Total number of calls handled

182,586

200,378

       9.7% increase in total calls (17,792) handled in 2009 from
previous year

Total number of calls abandoned
(not answered)

9,180

7,697

A total of 1,483 less calls were abandoned in 2009 from previous year

Call abandoned rate

4.8%

3.7%

Overall abandon rate decrease by 1% in 2009 from previous year
(Industry average: 6.24%)

Total number of calls transferred to other departments

83,179

56,138

A total of 27,041 less calls were transferred out in 2009 from
previous year

Call transfer rate

45.5%

28%

Overall transfer rate decrease by 17.5% in 2009 from previous year

Online Chat Inquiries

During June 1, 2008 to December 23, 2009, the number of total online chat sessions significantly increased. The actual percentage increase is unknown due to inability to track online chat sessions received prior to June 2008.

2008

2009

 Total initial chat sessions received
(this number does not include the ongoing messages within each chat session)

912*

7,109

Average response time

42 seconds*

43 seconds

*Note: Tracking of online chats started June 2008 once the new chat and email management system and Smarter Track were implemented. Therefore the 2008 numbers are under-reported.

Email Inquiries

During June 2008 to December 23, 2009, the total number of email messages received decreased. The actual percentage decrease is unknown due to inability to track email message received prior to June 2008.

2008

2009

 Total emails received and responded to
(this number does not include the ongoing messages within each chat session)

4,229*

3,107

Average response time

9 hours and 24 minutes*

7 hours and 17 minutes

*Note: Tracking of email messages received started June 2008 once the new chat and email management system, Smarter Track, which was implemented so the 2008 numbers are under-reported.

Mail Requests and Welcome Letters

2008

2009

 Total catalogs and schedule of classes mailed out

1,618

1,641

 Total postcards received and processed

556

387

 Total request cards received and processed

n/a

299

Total welcome letters processed

21,566*

45,374*

*Note: Total number of welcome letters may be over-reported with duplicate letters. A new process was implemented and took effect December 17, 2009 to eliminate duplicate letters.

Projects

Call Center assisted the Office of Institutional Research with the following projects:

  • March 2009 Quantitative Reasoning Assessment: Call Center staff called 823 graduate students to encourage them to take the online assessment.
  • March 2009 Graduate Survey: Call Center staff called 2,722 graduates to encourage them to participate in the survey. Eighty-four phone surveys were conducted.
  • March 2009 Quantitative Reasoning Assessment: Call Center staff called 1,402 recent graduates to encourage them to take the online assessment.
  • September 2009 New Student Orientation Surveys: A survey was conducted where new students on five of the campuses (MEC not included) were asked about their New Student Orientation sessions experience. A total of 685 calls were made.
  • September 2009 ELI Webinar Attendance: A total of 629 student's data were entered on a spreadsheet.
  • September 2009 Student's Evaluations and Pre-Test: A total of 2,063 student's responses were entered on a spreadsheet.
  • October 2009 Commencement Questionnaires: The staff entered data from 350 graduate commencement questionnaires submitted by NOVA graduates on a spreadsheet.
  • October 2009 Commencement Photo Cards: The staff entered data submitted on 941 photo name cards by NOVA graduates on a spreadsheet.