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UNIVERSITY CALL CENTER SERVICES
SALUKI411
UNIVERSITY CALL CENTER SERVICES
SALUKI411

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CONTENTS
C
o
n
UNIVERSITY CALL CENTER SERVICES
SALUKI411
Page 3 Introduction
Page 4 The Team
Page 5 Progress
Page 6 Accomplishments
Page 7 1-Year Goals
Page 9 5-Year Goals
Page 10 10-Year Goals
Page 9 5-Year Goals
Mike Ruiz
Director of University
Communications
Michael Shelton
Deputy Director of Information
Technology
Lisa Threlkeld
Manager of Saluki411
Pat Jones
Supervisor of Customer
Experience Agents
CUSTOMER
EXPERIENCE AGENTS
Leah Shirley-LeadAgt
Paris Love-Lead Agt
Jantelle Jackson
Laura Becerra
Ilisha Fitzgerald
Savanna Ramey
Chelsea Gibson
Amanda Chahalis
James Jones
Charity McCray
Morgan Dumas
Marla Baker

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INTRODUCTION
Excellence can be obtained if you:
“Care more than others think is wise.
Risk more than others think is safe.
Dream more than others think is practical.
Expect more than others think is possible.”
--Claude Thomas Bissell
UNIVERSITY CALL CENTER SERVICES
SALUKI411
In the beginning……….
In July, 2009, University Communications and Telecommunications collaborated to
create what is known today as “The University Call Center-Saluki411”. Saluki411
was created to provide a first point-of-contact to individuals reaching out to SIUC
for campus or general local information in conjunction with offering exceptional
customer service supported by state-of-the-art technology through all levels of
communication such as phone, text, e-mail, web chatting and social networking
sites.

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THE TEAM
Coming together is a beginning.
Keeping together is progress.
Working together is success.
--Henry Ford
UNIVERSITY CALL CENTER SERVICES
SALUKI411
Saluki411 staff includes two (2) SIUC employees
who have extensive training and expertise in
providing customer service in a call center
environment. Thirteen (13) SIUC students have
been trained as customer experience agents
that answer calls, and provide a more enhanced
customer service experience. This enhanced
experience is provided by:
 asking questions to make sure the customer is
transferred to the correct department
 educating the customer how to access information
on their own
 verifying the department is accurate before
transferring a call
 avoiding overloaded queues by monitoring other
campus ACD groups
 sending e-mails on the caller’s behalf rather than
transferring the call to voicemail or a busy queue
 conducting follow-up calls with the customer within
24 hours to ensure that their questions were
answered
Mike Ruiz
Michael Shelton
Lisa Threlkeld
Pat Jones

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PROGRESS
*Abandoned Calls-Calls that sat in the ACD queue for a period of time and the call ended
before an agent answered.
Deflected Calls-Calls that were not allowed into the ACD queue because the queue was closed
due to either too many calls already waiting in the queue or one of the calls reached the time
threshold which closes the queue until the call is answered.
UNIVERSITY CALL CENTER SERVICES
SALUKI411
Since Saluki411 began on April 19, 2010, there have
been over 33,600 calls answered by the customer
experience agents. Within the first year, alliances
were built to assist the higher profile departments
during busy peak times to save callers from
becoming *abandoned or deflected due to higher
volumes of calls. Currently, Saluki411 has saved
over 6,500 calls from being abandoned or deflected.
In one case, the department’s deflection rate in 2009
was 24.61%. In 2011, the same department
deflected .36%. This department’s abandoned rate
in 2009 was 27.69%; Currently, the rate is 20.91%.
2010 Totals
8,064
Total Calls to S411
372,783
Total ACD Calls
4,759
Total ACD Calls Deflected
33,801
Total ACD Calls Abandoned
2011 Totals
21,251
Total Calls to S411
333,814
Total ACD Calls
900
Total ACD Calls Deflected
41,529
Total ACD Calls Abandoned
Current Totals (3/31/12)
4,413
Total Calls to S411
76,732
Total ACD Calls
84
Total ACD Calls Deflected
7,038
Total ACD Calls Abandoned
SALUKI 411 FACTS

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ACCOMPLISHMENTS
UNIVERSITY CALL CENTER SERVICES
SALUKI411
 Produced awareness of Saluki411 using marketing
promotions and advertising opportunities.
 Brought focus to critical areas of interest concerning lost
customer experience opportunities by promoting awareness
to available resources that can assist in supervisory
monitoring of ACD agents on campus while also creating a
sense of accountability.
 Researched, produced and currently maintain the “Saluki
Super-Directory” that includes campus department
information along with website, department contacts and
location information.
 Developed the monthly ACD reports to include monthly
comparisons along with yearly outlooks.
 Created a script for the SL100 to run a report (every 2 mins)
to reflect ACD agent activities.
 Researched, setup and implemented Live Chat on Saluki411
website.
 Created and maintain the website for Saluki411.
(www.Saluki411.siu.edu)
 Created and maintain the social networking sites,
Facebook/Twitter, for Saluki411.
 Coordinated an Emergency ACD Task Force Team that
meets each month to discuss and formulate a
communication plan that would be used in case of a campus
emergency or disaster.
 Completed customer service training with Norton-Norris
“The Power of Collaboration: Serving Today’s Students in
New and Innovative Ways”. Ongoing training sessions will
be conducted by each TEAM SIU member in relation to the
Chancellor’s Customer Service Initiative for the campus.
2011 Totals
Obtained Information that
was requested from Dept?
93% Yes
7% No
Satisfied with Saluki411?
93% Satisfied
6% Neutral
1% Not Satisfied
Satisfied with the service
that was received by Dept?
76% Satisfied
17% Neutral
7% Not Satisfied
Will you contact
Saluki411 in the future?
87% Likely
11% Neutral
2% Not Likely
Would you recommend
Saluki411 to others?
89% Likely
9% Neutral
2% Not Likely
SALUKI411
SURVEY RESULTS

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1-YEAR GOALS
•Apply Pinnacle
to innovate
Saluki411's
directory,
escalation
procedures,
survey results
and reports
GOAL
1
•Implement a
consolidated
virtual contact
center solution
GOAL
2
•Develop
ongoing
awareness and
accountability
using ACD tools
GOAL
3
UNIVERSITY CALL CENTER SERVICES
SALUKI411
 Pinnacle will maintain directory
information
 Pinnacle will supply the ability to
enter, monitor and survey escalation
tickets.
 SLA’s would display progress by
reports that would become
automated.
 Intelligent queuing offers the
caller options while on hold.
 Skills-based routing assigns a
proficiency level to accommodate
merging agents into diverse
groups.
 Provides real time statistics and
reports.
 Provides the opportunity to
expand and change campus ACD
call routing on-the-fly.
 Improves customer retention and
loyalty by becoming more
responsive and interactive, and
ultimately more flexible and
dynamic with the ability to
respond to changing levels of call
traffic, instantly.
 Develop ongoing awareness of
available resources that can
assist in supervisor monitoring of
ACD agents.
 Improve management and agent
productivity using group ACD
stats and reports which
ultimately create increased
accountability.
 Create FYI info-mails to send to
ACD group members used to
highlight an ACD feature each
month with detailed information.
 Conduct frequent meetings and
visits with the groups to ensure
complete understanding and
comprehension of stats, reports
along with supervisor and agent
feature programming.
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2
3

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1-YEAR GOALS (con’t)
•Empower
Saluki411 to
become the
official
information
hub for dept
listings
GOAL
4
•Advance Live
Chat Services
(Web Chat) to
other
departmental
websites
GOAL
5
UNIVERSITY CALL CENTER SERVICES
SALUKI411
 Be assigned the responsibility of
maintaining the information hub
relating to department listings for
all campus directory portals. This
would include printed directory,
AT&T phone listing, yellow page
listing, Pinnacle, Nuance, Phonetics,
A-Z, etc. Making this database
automated using Pinnacle, is a key
role in the success of maintaining
accurate information across all
networks.
 Create a process for departments to
follow, to include or remove
information for public use in campus
directories across all networks.
 Focus on the distribution of
directories to targeted areas that are
willing to maintain a supply at all
times.
 Participate in student events that
will help to deplete the directory
supply before the next print date.
 Monitor more websites prompting
further communication with web
visitors of siu.edu.
 Promote to other departments
encouraging them to fabricate their
own live chat operators to monitor
their websites.
 All Live Chat operators can
communicate and transfer visitors to
other live chat operators which
creating another communication
medium.
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5

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5-YEAR GOALS
•Create an
ACD
Training
Resource
Center
GOAL
6
•Promote
Saluki411 as
the
Emergency
Contact
Center
GOAL
7
•Become the
Information
Gateway for
SIU.
GOAL
8
UNIVERSITY CALL CENTER SERVICES
SALUKI411
 Produce a training center atmosphere for
new ACD agents to learn what an ACD is,
how it works, proper equipment usage,
telephone etiquette and customer service
training.
 Act as a resources center for the
Consolidated Virtual Contact Center
Solution for the campus ACD supervisors.
 Use the current call center location,
existing phones jacks and data connects
along with the most up-to-date equipment
and features for training.
 Transform the ACD training center into
an emergency communication contact
center during an emergency or disaster.
 Use the current location, phones jacks
and data connects with the most up-to-
date equipment and features available.
 Work with the Emergency
Communications Team and the ACD Task
Force Team to gain a team of EVE’s
(Emergency Volunteer Employees) to run
call center during an emergency/disaster.
 Build alliances with other Illinois
Universities to assist in the case of an
emergency or disaster.
 Be the front door of the university
by moving to the Student Services
Building to create a super-group
that will answer calls for
Admissions/FAO/University.
 Greet every person that reaches
out to SIU using any
communication medium available.
 Walk-ins would be escorted to the
proper area.
 The Woody Hall Shuffle would be
more fittingly described as the
“Student Services Swagger”. It
will become easier than in the
past.
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10-YEAR GOALS
• Become
the State
of Illinois'
"Premier
Call
Center"
GOAL
9
• Future of
Saluki411
• The Next
Generation
GOAL
10
UNIVERSITY CALL CENTER SERVICES
SALUKI411
UNIVERSITY CALL CENTER SERVICES
SALUKI411
 Create a premier call center
that is acknowledged across
the State of Illinois as the
state-of-the-art center that
utilizes multiple
communication mediums
into everyday campus
communication, but can
also become a high-end
communications center for
emergency or disaster
situations in seconds.
 A precise plan for the call
center is in place and will be
updated until the time
when a subsequent leader
will continue the center into
the next stages of
communication technology.
9
10
0
NEEDS:
 Pinnacle Help Desk, Directory Maintenance
 Consolidated Virtual Contact Center Solution
 Campus printed directory access and responsibilities
 A-Z Listing alliance agreement
 Permission to promote new ACD features to existing groups/supervisors
 Get remaining phone and data jacks activated
 New computers/laptops to be used for Live Chat/ACD training/emergency communications