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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


2010

2011

Comments

Total number of calls received

240,053

221,821

7.6% decrease in total calls (18,232) presented in 2011 from previous year

Total number of calls handled

218,428

210,795

       3.5% decrease in total calls (7,633) handled in 2011 from
previous year

Total number of calls abandoned
(not answered)

21,625

11,026

A total of 10,599 less calls were abandoned in 2011 from previous year

Call abandoned rate

9%

5%

Overall abandon rate decrease by 4% in 2011 from previous year

Total number of calls transferred to other departments

50,238

43,300

A total of 6,938 less calls were transferred out in 2011 from
previous year

Call transfer rate

23%

20.5%

Overall transfer rate decrease by 2.5% in 2011 from previous year

Online Chat Inquiries


2010

2011

Comments

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

8,110

11,985

48% increase in total online chats (3,875) from previous year

Average response time

38 seconds

34 seconds

4% decrease in average response time from previous year

Email Inquiries


2010

2011

Comments

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

2,272

3,413

50% increase in total emails (1,141) from previous year

Average response time

6 hours and 34 minutes

3 hours and 54 minutes


Mail Requests and Welcome Letters


2010

2011

Comments

 Total catalogs and schedule of classes mailed out

1,929

1,641


 Total postcards received and processed

358

387


 Total request cards received and processed

n/a

n/a


Total welcome letters processed

5,012

39,568

Call Center took this project back starting 10/12/10. Total number only covers 10/12/10 to 12/23/10 period

Projects

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

  • September 2010: Three separate surveys were conducted. A sample of 30 responses were captured for each survey regarding the following:
    • Students registered and paid, but dropped course and obtained a tuition refund.
    • Students applied, but did not register.
    • Students dropped for nonpayment and did not enroll until September 1, 2010.
  • October 2010: Three separate surveys were conducted. A sample of 30 responses were captured for each survey regarding the following:
    • High school students who applied, but did not enroll.
    • Individuals who were awarded financial aid, but had their aid cancelled for non-enrollment.
    • Individuals who filed the FAFSA and listed NOVA, but did not complete the financial aid process.
  • December 2010 - Spring 2011 Postcard Mailing:
    • The Call Center staff labeled over 10,000 post cards for mail to be sent to current and prospective students.
  • May 2011 - Nonpayment/Dropped Classes Survey
    • Conducted survey of students who registered for classes in Summer 2011, but were dropped due to nonpayment. Out of a list of 350 students, only 12 responses were captured.
  • September 2011 - Structured Advising Survey
    • Data was entered from 188 surveys taken by students that were completed based on advising that the students received over Summer 2011.
  • October 2011 - Fall 2011 Admitted but Not Registered Survey 
    • Received a list of 6,277 students who applied for admission to NOVA, but never registered for classes in Fall 2011. A total of 1,256 (20%) responses were captured.
  • November 2011 - Admitted but Not Registered Survey
    • Received a list of 2,394 students who applied for admission to NOVA, but never registered for classes in Spring 2012. A total of 503 (21%) responses were captured.
  • November 2011- Registration for ENG 093/095
    • Received a list of 238 students to call and advise to register for the new English 093/095 classes. A total of 173 (73%) responses were captured.