Call Center Staff
The College Call Center consists of a director, (7) full-time representatives which include (1) coordinator, (2) specialists, and (8) part-time representatives. The staff is a combination of current and graduate NOVA students. The Call Center staff leads also function as the Call Center emergency response team and virtual agents.
In order to keep the Call Center open in the event of an emergency, critical staff is required to be able to operate from home. Each team member is issued specific equipment and directives relating to operating from home.
Call Center Emergency Response and Preparedness Team
The emergency preparedness team consists of (5) team leads and the call center director. See the Call Center COOP plan. The plan addresses the possible disruptions like loss of access to Call Center facility (i.e. fire, pandemic/health) and disruption in services due to equipment and/or system failure (i.e. inclement weather).
Call Center Staff Training
All new Call Center representatives go through an initial four week training before they are allowed to answer inquiries by themselves. During this time a combination of classroom and hands-on training is provided. Team leads provide constant feedback and coaching.
During the first two weeks the representative sits directly with a team lead to listen to live calls and observe proper phone etiquette, customer services skills, and learn how to navigate the NOVA website, Student Information System and other applications. During weeks three and four the new rep begins taking calls with a team lead sitting next him/her and coaching the individual along the way. This method allows for hands-on training without sacrificing quality.
Key Program Trainings
These trainings are provided by key department personnel from Student Services, Central Financial Aid and other departments.
Annual trainings are conducted on Saturdays four times a year on three key areas to make sure all reps are equally informed and qualified to handle the wide range of inquiries received.
- Pre-Peak Registration Training
- Quality Assurance Training
- Customer Service & Technical Skills Training
Weekly and/or monthly meetings are held frequently to dispense new information to all reps to ensure up-to-date and quality service are being provided. As part of the on-going training for the College Call Center, all reps are required to watch and listen to the PowerPoint although created to address the specific areas that callers inquire about daily.