The solution chosen had to handle a large volume of calls, be ... Netcall is one of the UK's leading providers of end-to
Transforming Student Engagement
CASE STUDY
Payment automation eases pressure on Northumbria University credit control staff Customer
The Challenge
Northumbria University
A major challenge for Northumbria University was to take the strain away
Industry Education
from the Credit Control staff and automate routine services such as tuition fee payments. The solution chosen had to handle a large volume of calls, be reliable and secure and, most importantly, easy to use for staff and customers,
Project
with one telephone number that they could promote around the University to
Tuition fee payments
encourage students to make use of the new system.
Solution Payments
Responding to the university’s requirements, NEC Philips Unified Solutions, the incumbent provider of communications technology within the University, won the tender to provide a solution using Netcall’s Automated Agent solution with Payments skill.
CASE STUDY
“We anticipate the volume of calls and payments made via this system to increase even further in future years due to us heavily promoting the service. We still have a large number of payments being made over the counter but we are seeing the figures move across to an increase in telephone payments and hope by the start of next term there will be a substantial transition.”
The Solution
Carol Bonner
at Northumbria University is better equipped to manage workloads and
Credit Control Manager
prioritise resources. With an average of approximately 640 payment calls per
The Payments solution has been set up with a dedicated telephone number and the ability to handle a ‘warm agent transfer’ – staff receiving a call asking to make payments for a service can simply transfer it to the dedicated payments line. The secure Payments line reduces the backlog of paperwork that goes with each face-to-face payment transaction. Students and parents can make payments from anywhere, at any time, without the need to queue. Feedback from users has been very positive, commenting “the new telephone Payments solution is brilliant.” The Result Payments provides a 24x7 service, extending the current opening times for the Credit Control Team without the need for a live operator to supervise the counter. By launching this new method for students to pay course fees, tuition fees and accommodation, the Credit Control Department
month being taken through the Payments solution, the team finds the system invaluable. Highlights • Return on investment achieved within 16 months • 24x7 payment service provided without need for additional staff cover • PCI Compliant system ensures secure payment handling
Netcall is one of the UK’s leading providers of end-to-end Customer Engagement Solutions. Our software product suite provides compelling solutions that are transforming customer engagement, including Multichannel Contact Centre, Workforce Optimisation, Proactive Outbound Applications, Customer Self Service, IVR & Speech Recognition, PCI IVR Payments, Case & Document Management and Customer Service Business Process Management. Our solutions are available on-premise, cloud or a hybrid blend of both. Netcall’s customer base contains over 700 organisations in both the private and public sectors, including over 70% of the NHS Acute Health Trusts, major telecoms operators and leading commercial organisations across many sectors. Our aim is to enable clients to deliver superior customer service.
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