Welcome to the Northern Virginia Community College Website

Accessibility Navigation:

Call Center Performance

  • three performance awards the call center has received

Performance Data Tables

Inbound Phone Calls
2017 2018 Comments
Total Calls Received 197,137 176,997 10% decrease in total calls (20,140) presented in 2018 from previous year
Total Calls Handled 176,420 164,724 6.6% decrease in total calls (11,696) handled in 2018 from previous year
Total Calls Abandoned
(not answered)
20,717 12,273 A total of 8,444 less calls were abandoned in 2018 from previous year
Call Abandoned Rate 10.5% 7% Overall abandon rate decreased by 3.5% in 2018 from previous year
Total Calls Transferred
(to other depts.)
39,159 30,657 A total of 8,502 less calls were transferred out in 2018 from previous year
Call Transfer Rate 22% 19% Overall transfer rate decreased by 3% in 2018 from previous year
Online Chat Inquiries
2017 2018 Comments
Total Chat Inquiries Received
(this number do not include the ongoing messages within each chat session)
23,995 27,463 14% increase in total online chats(3,468) from previous year
Average Response Time 42 Seconds 44 Seconds 2% increase in average response time from previous year
Outreach Efforts via Web
(this effort formally started the beginning of 2018)
2018
Facebook Leads 421
(unduplicated)
Landing Page Leads 1,898
(unduplicated)
Web Admission Form 534
(unduplicated, started November 2018)
Email Inquiries
2017 2018 Comments
Total Emails Received & Answered 14,502 21,609 49% increase in total emails (7,107) in 2018 from previous year
Average Response Time 1 hour & 7 minutes 1 hour & 22 minutes
Fulfillment & Welcome Letters
2017 2018
Total postcards received & processed 2 0
Total Welcome Letters processed
(new applicants)
40,868 36,575

Outbound Call Campaigns/Projects

The Call Center assisted the Office of Institutional Research with the following outbound efforts during 2017 & 2018 period:

  • 11/30/18 – Project: A record of 864 was provided for data entry for the Pathway to Baccalaureate program
  • 8/14/18 - Students Dropped for Non-Payment –Fall 2018: A total of 2,500 student records was provided and contacted, of which 650 (26%) responded
  • 6/5/18 – Project- Local Resource Research Project for NOVA Financial Stability Program: researched and compiled a record of 23,439 for social & economic resources available throughout the Northern Virginia area
  • 5/4/18 – Short Survey of Students Enrolled Spring 2018, Not registered Fall 2018: A total of 100 student records was provided and contacted, of which 24 (24%) responded
  • 1/26/18 – 2014-2015 through 2016-2017 Current Employment Status within 3 Years of Graduation: A total of 8,476 graduate records was provided and contacted of which 1,057 (12.5%) responded to the survey
  • 12/15/17 – Students Enrolled Fall 2016 but No Enrollment spring 2018: A total of 699 student records was provided & contacted of which 100 (14%) responded to the survey
  • 6/5/17 - Students Dropped for Non-Payment: A total of 2,138 student records was provided and contacted of which 503 (23.5%) responded
  • 2/15/17 – On-time Registration Survey: A total of 2,000 student records was provided and contacted, of which 391 (19.5%) responded
  • 1/18/17 – Advising Survey: A total of 32,266 student records was provided & contacted of which 5,498 (17%) responded
Top