1. asksiuc@siu.edu
www.saluki411.siu.edu

2.  To improve customer retention and loyalty.
Customer satisfaction will be improved, by making the University Call Center more
responsive and interactive.
 To ensure agility.
To stay competitive, the call center must be more flexible and dynamic, responding to
changing levels of traffic, instantly. This can be achieved by balancing call loads using
e-mail escalations, along with other communications solutions.
Extend hours of service through the use of the various communications solutions.
The same technical measures that improve responsiveness can enable home and flexible
workers to be integrated at full productivity.
 To reduce costs.
The University Call Center Services is a significant business expense. To ensure
efficiency and maximize the return to the business, it must be operating as close to
capacity as possible.
With improved management and agent productivity, the University Call Center Services
can respond to demands to move from being a cost center to a profit center.
2

3. The Most Important Attribute
3

4.  Customers who do not get their call resolved have a huge negative influence on customer
loyalty impact indicators and likelihood to recommend the University to others.
 An unresolved call is 5 times more likely to defect than customers whose calls were
resolved.
 Customers that end an unresolved call are more likely to tell 5-10 people about their
experience.
1 person (4years at SIU) = $10,400.00/yr $41,600.00/4-yr
Tells 5-10 people about exper. = (5) $52,000.00/yr $208,000.00/4-yr
(10) $104,000.0/yr $416,000.00/4-yr
 Between 65% and 85% of all customers who contact a call center, do so 1-2 times per year
and have a 4-6 minute phone conversation, after which the call is resolved. In these cases,
the call center has done its job to help retain the customers for the organization. But with
these customer interactions, the customer likely forgets about the call within a short period of
timer and hardly ever recommends the organization to others.
4

5. A YEAR IN THE LIGHT
5

6. DEPT NAME/ OFFERED ANSWERED ABANDONED % CALLS AVERAGE TOTAL
PHONE NUMBER CALLS CALLS CALLS ANSWERED CALL TIME STAFF
TELECOM 3-2121 80389 12351
SAT's ONLY 2528
SUN's ONLY 1568
STUDENT HEALTH 3-4454 1448 341 448 69.06 0:02:56 1
STUDENT HEALTH 6-2391 48456 44687 3703 92.22 0:01:44 2
TELECOM 3-2484 14564 13839 727 95.02 0:02:09 2
SOAR 3-1000 8339 7385 922 88.56 0:03:35 2
STUDENT HEALTH 3-3311 38304 36291 1946 94.74 0:01:44 2
SATs/SUNs ONLY 670 600 70 48.76 0:04:12 1
STUDENT HEALTH 7178 5866 1312 81.72 0:02:25 2
ADMISSIONS 6-2500 22162 20520 1636 92.59 0:03:58 3
STUDENT HEALTH 3-4413 14560 12192 2345 83.74 0:04:55 2
ADMISSIONS 6-4405 52073 50546 1442 97.07 0:01:11 2
BURSAR 3-2221 10847 10408 438 95.95 0:02:31 2
FINANCIAL AID 3-4334 81405 48992 22528 60.18 0:03:34 4
COMPUTER SUPPORT 3-5155 34567 28880 3926 83.55 0:07:05 4
414962 12351 41443 82.69 0:03:14 2
m-f SATs-SUNs
Calls Answered 53794 calls per day 220 39
Calls Offered on SATs/SUNs 4096 agents needed 3 0
CALLS FROM JULY, 2008 – JUNE, 2009
6

7. THE FOUNDATION
7

8. 0
2,000
4,000
6,000
8,000
10,000
7,048 8,987
6,2066,235
4,773
5,448
8,530
5,940
5,856
6,714
7,401 7,251
TOTAL MONTHLY CALLS
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
1,804
66,660
3,949
1,036
763
520 4,396
627
379
255 CALLS ON REGULAR
WORKDAYS
CALLS ON
WEEKENDS/HOLIDAYS
TOTAL CALLS TO 453-2121
80,389
TOTALMONTHLYCALLS
JULY,2008–JUNE,2009
TOTALMONTHLYCALLS
BYTIMEBLOCKS
8

9. STUDENT
WORKERS
CIVILSERVICEWORKERS
MANAGER
S
W
S
W
S
W
S
W
S
W
S
W
S
W
S
W
SUPERVISO
R
Times would have to be determined on a per semester (possibly per month) basis due to various student work
blocks that will constantly change. There would be new students implemented on a regular basis.
MANAGER
SUPERVISO
R
CSR
7:00am-3:30pm
8:00am-4:30pm
10:30am-7:00pm
This model represents 6 CSR’s working 3 different shifts and staggering lunches and breaks throughout the day.
Saturdays would be covered by all CSR’s in a rotation cycle allowing an afternoon off to make up for the hours
worked on Saturday.
CS&SW
MANAGER SUPERVISO
R
CSR CSR CSRCSR
S
W
S
W
S
W
S
W
7:00am-
3:30pm
10:30am-
7:00pm
8:00am-
4:30pm
This model represents 4 CSR’s working 3 different shifts and staggering lunches and breaks throughout the day.
Student workers would also be staggered throughout the day to cover peak times and break/lunch periods.
Their regular schedules would vary per student their work blocks allow. Saturdays would be covered by 1-2
student workers.
CSR
CSR
CSR CSR
MONDAY–FRIDAY7:00AM-7:00AMSATURDAY8:00AM-12:00NOON
64TOTALHOURSOFOPERATIONPERWEEK
CSR
S
W
9

10. MANAGER
This position will:
• Report to the University
Communications Manager
• Serve as the main liaison for
campus ACD groups and other
departments in need of call
trafficking assistance from the call
center.
• Research and discuss new solutions
and equipment with Supervisors as
needed to take the Call Center to
the next level.
• Conduct daily progress meetings
with Supervisors regarding issues
and trends that may affect the
performance of the agents.
• Train Supervisors on software
navigation procedures and related
equipment usage.
• Oversee administrative functions
and budget of Call Center Services.
• Research and market revenue
generation ideas.
• Maintain updates to the
teledirectory to keep agents
current.
SUPERVISOR
This position will:
• Report to the Call Center
Manager
• Serve as call quality manager and
senior trainer for the Call Center.
• Research, create and conduct training
sessions
 for new agents
 Software navigation
 Equipment usage
 One-on-one training sessions as
needed.
 Regular weekly meetings to
discuss ideas, changes, concerns
with current agents.
• Initial interviewer and recruiter for all
job applicants. Consult with Manager
with final candidates.
• Consistent monitoring of agents using
built-in solutions, shadow monitoring
and call recording, to assist/train
agents on difficult calls.
• Escalate call trafficking and
messaging concerns to the Manager
and facilitate plans of action for the
call center agents.
• Manage agents time recordings.
• Develop time schedules to assure
effective coverage at all times.
This position will:
• Report to the Call Center
Supervisor
• Assist all calls transferred from 453-
SIUC and all ACD groups that are at
capacity, escalating the callers
information to the pertinent
department.
 Probing for information from each
caller transferred to assure
assistance is correct and no
further action can be done.
 Escalate callers to appropriate
dept by e-mail
• Conduct follow-up callbacks to
escalated callers within 24 hours
after escalation request to assure
assistance was sufficient. Repeat
assistance in other areas if needed.
• Alert call center supervisor of any
unique situations that are encountered
to help with similar future requests.
• Assist in testing and monitoring the
next phase concepts to formulate
input on dynamics of how it will impact
the call center and facilitate next
steps in plan.
CIVIL SERVICE
STUDENT WORKERS
10

11. STUDENT
WORKERSONLYCIVILSERVICEONLY
 Student Workers pay is minimal
 Easier to terminate
 Students would be good candidates to test new
solutions and formulate input for ideas on how to
promote.
 This atmosphere would offer students a valuable
experience that can be used throughout their
professional careers.
 Schedules would constantly vary from week to week.
 High turnover within 1 fiscal year.
 Would lack most customer service skills.
 Future endeavors will be harder to accomplish.
 High absenteeism and intersession issues.
 Would be a very stressed atmosphere due to many
agents coming and going and unsure coverage on a
daily basis.
 Time recordings would be time consuming due to
varying daily schedules/employees.
 Emergency Notification crew represented by
Student Workers would not be effective due to
constant changes to the crew.
 CSR’s may be obtained through campus department
donations utilizing willing employees.
 Already customer service oriented.
 Already familiar with campus.
 Greater commitment to detail
 Greater commitment to focus on callers concerns.
 Low turnover
 Low Absenteeism
 Assistance in taking the center to the next level of
concentration/work profiting solutions.
 Atmosphere would be less stressed due to consistency
in daily maneuvers.
 In emergency notification situations, a regular crew of
civil service workers that are trained to react would be
more beneficial.
 Cost more to employ civil service workers.
 Harder to terminate.
 May lack certain skills needed for this position.
CSAND
STUDENTS
 Civil Service employees would be a permanent reliable
foundation for the center.
 Would allow the center to grow at much more rapid
pace due to less time spent training at the beginning
levels.
 Employees can be hired as center grows.
 Help promote the center by recruiting students using
the concept of offering students a valuable experience
that they can use throughout their professional
careers.
 Atmosphere would be fast paced but, exciting due to all
of the new solutions that would need to be provided in a
timely manner.
 Cost may be higher than other models.
11

12. The Beginning to
Something Big
12

13. PHASE1PHASE2
March, 2010-August, 2010
• Implement web-based interactive directory along with all pertinent applications.
• Get floor plan set up in the call center area using furniture at Library Annex.
• Create a training modules that will cover all areas of call center equipment, solutions, campus
department information, and telephone etiquette.
• Hire Agents/Student Workers
• Agents/Student Workers trained
• Create a website for the call center that would promote departments that are most requested
and provide information that would help students find information, and answer their own
questions.
• Meet with ACD group managers and discuss the perimeters that need to be setup in
Application Builder to transfer callers when the thresholds has been exhausted.
• Begin taking 453-2121 calls
• Begin re-routing ACD calls that exceed time restraint
• Begin sending e-mails escalations to depts that are receiving too many calls to maintain
production.
• Become very familiar with electronic solutions.
• Start testing and with the e-mail solution (asksiuc@siu.edu), text messaging, instant
messaging, and monitoring the social networks to report activity for next phase to begin.
July, 2009 -March, 2010
• Research call center concepts and tools to project what would work best for our needs.
 Visit off-campus call centers in the area and probe with them on what tools they use.
 Visit on campus ACD groups to probe how they run their groups and what tools they use.
 Meet with various vendors of call center solutions software to discuss what their product
can do for our environment.
• Create yearly ACD reports for each group and discuss what the results are and how we can
work with them on resolutions of the abandoned calls ratios.
• Create employee models using student workers, civil services workers etc.
• Determine what equipment will be needed for each work area.
• Create floor plans to setup the call center area.
• Acquire furniture from Library Annex to furnish the Call Center area.
• Create a proposal to take to the Chancellor to purchase call center tool and get the center up
and running.
• Purchase call center solutions and tools, decide on floor plan and employee scheduling model to
start with.
13

14. PHASE3PHASE4
August, 2010-December, 2010
• Agents/Student Workers hired
• Agents/Student Workers trained
• Begin actively promoting communications by:
 e-mail request line (asksiuc@siu.edu)
 text messaging
 instant messaging
 social networking
• Become very familiar with new solutions and monitor how effective it is for the
students.
• Start experimenting with Live Chat Operator solution and monitor activity to
justify the next phase to begin.
January, 2011 – June, 2011
• Hire another supervisor to cover the data aspects of the call center.
 Supervise agents conducting the text messaging, instant messaging, e-mail
inquiries, social networks and Live Chat Operator solutions.
 Monitor call trafficking for flex employees on a daily basis.
 Maintain the call center services website with updated information.
 Assist all employees with data changes and updates.
 Assist flex employees with setting up computer with necessary electronic
tools.
 Research and market the Digital Signage Services on campus for profit
generation.
• Hire Live Chat operators to maintain the web page conversations.
• Hire flex employees that would work peak times. The most functional employees
would be any retirees that would like to stay on payroll and do part-time work
assisting when needed.
14

15. PHASE5PHASE6
August, 2011 – March, 2012
• Research and market conferencing solutions for campus departments.
• Research and market new ACD group training for campus departments to send
their new agents for proper equipment training and etiquette.
• Implement the Emergency Call Center Services notification group. This group
would respond to calls immediately following any emergency notifications either by
remote computer access or local campus headquarters.
JUNE, 2011 – AUGUST, 2011
• Hire an administrative assistant (Clerk)
 Prepare all employee time reports
 Order call center supplies
 Prepare travel vouchers
 Reconcile p-card purchases
 Maintain the call center budget
 Other general duties to be assigned.
15

16. Research Call Center
Solutions and Tools
Create ACD Reports
and Present to Depts
with suggestions.
Create Floor Plans
Create Employee Models
Acquire furniture
Create and Present
Proposal
PHASE
1
Implement CC Tools
Learn CC Tools
CC furniture setup
using floor plans
Create training
Modules
Create website
Purchase Call Center
Tools
Hire Agents
Train Agents
 Begin 453-SIUC
Calls
 ACD overflow calls
 E-mail escalations
Start testing Phase 3
Hire network agents
Train Network Agents
Start marketing
networking solutions
Get familiar
BEGIN E-MAIL
(asksiuc@siu.edu)
BEGIN TEXTING
Start testing Phose 4
BEGIN SOCIAL
NETWORKING
Hire Flex Time Agents
BEGIN LIVE CHAT
Hire Live Chat Ops
Train Live Chat Ops
Hire Network Supervisor Hire an Admin
Asst.
 Time sheets
 Order supplies
 Agent scheduling
for all areas
 Travel vouchers
 P-card
 Budget
 Assist in
research &
marketing of new
solutions.
Create training modules
Determine equip needed
Off Campus visits to
other universities.
Meet with various
vendors of call
center solutions
software.
CALL CENTER OPEN
HOUSE
Set ACD Perimeters
Train Flex Time Agents
PHAS
E
2
PHAS
E
3
BEGIN FLEX
AGENTS
Research and market
Digital Signage Services
PHAS
E
5
PHAS
E
4
Research and market Conferencing Solutions for campus.
Research and market Emergency Notification Services
Research and market ACD Agent Training Resource Center
PHAS
E
6
JULY, 2009-MARCH, 2010 MARCH, 2010-AUGUST, 2010 AUGUST, 2010-DECEMBER, 2010 JANUARY, 2011-JUNE, 2011 JUNE, 2011-AUGUST, 2011
AUGUST, 2011-MARCH,
2012
16

17. FUTUREOFUNIVERSITYCALL
CENTER
MANAGER
SUPERVISOR
#1
CSR
CS
R
S
W
CS
R
SUPERVISOR
#2
CS
R
S
W
S
W
S
W
FLEX
WORKERS
FLEX
WORKERS
FLEX
WORKERS
LIVE
CHAT
LIVE
CHAT
LIVE
CHAT
79 Total Work Hours
M-F 7:00am-9:00pm SATURDAYS 7:00am-4:00pm
ADMIN
ASSIST
This model portrays what the future of the call center should look like. A mix of
CSR’s, Student Workers, Network Agents and Flex Workers along with 2
supervisors, 1 administrative assistant and 1 coordinating manager.
17

18. MANAGER
This position will:
•Report to the University
Communications Manager
• Serve as main liaison for campus
ACD groups and other departments
in need of call trafficking assistance
from the call center.
• Conduct daily report meetings with
Supervisors regarding issues and
trends that may affect the
performance of the agents.
• Research and discuss new solutions
and equipment with Supervisors as
needed to take the Call Center to the
next level.
• Train Supervisors on new software
navigation procedures and related
equipment usage.
• Oversee administrative functions and
budget of Call Center Services.
• Research and market revenue
generation ideas for the call center to
promote.
• Maintain update information to the
teleManagery data to keep agents
current.
SUPERVISOR #1
This position will:
• Report to the Call Center
Manager
• Serve as call quality manager and
senior trainer for the Call Center.
• Research, create and conduct
training sessions
 for new agents
 Software navigation
 Equipment usage
 One-on-one training sessions
as needed.
 Regular weekly meetings to
discuss ideas, changes,
concerns with current
procedures.
• Initially interview and recruit all
job applicants. Consult with the
manager with final candidates.
• Constantly monitor agents using
built-in solutions, shadow
monitoring and call recording, to
assist/train agents on difficult
calls.
• Escalate call trafficking and
messaging concerns to the manager
and facilitate plans of action for
the call center agents.
• Develop time schedules to assure
effective coverage at all times.
SUPERVISOR
#2This position will:
Report to the Call Center
Manager
• Serve as the call centers network
supervisor.
• Research, create and conduct training
sessions
 for new network agents
 Software navigation
 Equipment usage
 One-on-One Training as
needed.
 Regularly weekly meetings
to discuss ideas, changes,
concerns, with current
procedures.
• Manage the network agents.
 Setup necessary software
applications for all agents.
 Consistent monitoring of
network trafficking.
• Escalate networking concerns to the
manager and facilitate plans of action
for the network agents.
• Research and market a new solution for
the demand for Digital Signage
technology on campus.
• Research and market Conferencing
Solutions on campus.
• Research and market Emergency
Notification Services.
• Research and market an ACD Agent
Training Resource Center.
18

19. CSR’s
This position will:
• Report to the Call
Center Supervisor
• Assist all calls transferred
from 453-SIUC and all ACD
groups that are at capacity,
escalating the callers
information to the pertinent
department.
 Probing for information
from each caller
transferred to assure
assistance is correct and
no further action can be
done.
 Escalate callers to
appropriate dept by e-mail
• Conduct follow-up callbacks to
escalated callers within 24
hours after escalation request
to assure assistance was
sufficient. Repeat assistance in
other areas if needed.
• Alert call center supervisor of
any unique situations that are
encountered to help with similar
future requests.
• Assist in testing and monitoring
the next phase concepts to
formulate input on dynamics of
how it will impact the call
center and facilitate next steps
in plan.
STUDENT
WORKERSThis position will:
• Report to the Call
Center Supervisor
• Assist all calls transferred
from 453-2121 and all ACD
groups that are at capacity,
escalating the callers
information to the pertinent
department.
 Probing for information
from each caller
transferred to assure
assistance is correct and
no further action can be
done.
 Escalate callers to
appropriate dept by e-
mail
• Conduct follow-up callbacks to
escalated callers within 24
hours after escalation request
to assure assistance was
sufficient. Repeat assistance
in other areas if needed.
• Alert call center supervisor of
any unique situations that are
encountered to help with
similar future requests.
• Assist in testing and
monitoring the next phase
concepts to formulate input on
dynamics of how it will impact
the call center and facilitate
next steps in plan.
NETWORK
AGENTSThis position will:
• Report to the Call Center
Network Supervisor
• Assist with communication from
customers requesting
information using
 text messaging
 instant messaging
 e-mail
 Live Chat
 Social network sites
 FACEBOOK
 TWITTER
 AIM
• Assist with maintaining current
information on the center’s
website.
• Assist with programming after
the Digital Signage Service is
deployed.
• Conduct follow-up callbacks to
escalated callers within 24
hours after escalation request
to assure assistance was
sufficient.
• Alert call center supervisor of
any unique situations that are
encountered to help with similar
future requests.
• Assist in testing and monitoring
the next phase concepts to
formulate input on dynamics of
how it will impact the call
center in the future.
This position will:
• Report to the Call
Center Manager
• Prepare all employee
time reporting
• Prepare all agent
schedules to assure
proper coverage in all
areas.
• Order call center
supplies
• Prepare travel
vouchers
• Reconcile p-card
purchases
• Maintain the call
center budget
• Assist with
researching, testing
an d monitoring of
new solutions that
will be promoted on
campus.
ADMINISTRATIV
E ASSISTANT
19

20. 20

21. Other solution ideas:
Notification Subscription Services
Digital Signage Program
Campus Conferencing Solutions
WEB-BASED
TELEDIRECTORY
E-MAIL ESCALATION
LIVE CHAT OPERATOR
CALL CENTER TELECOM
BILLING
E-911
SERVICE REQUEST
ROUTING
TROUBLE TICKET
ROUTING
INVENTORY KEEPER
TEXT MESSAGING
INSTANT MESSAGING
SYSTEM MANAGEMENT
AND TRAFFIC REPORTS
DPS
Interface w/CS2100 Switch
Interface w/CS2100 Switch
VOIP E911 Solution
EVENT/DISASTER
NOTIFICAITON
SOLUTION
Can be sent to wireless
devices including pagers,
cell phones, e-mail, text-
to-speech and more.
Used by THE US SENATE
SUPERVISORY
MONITORING
E-MAIL REQUESTS
21

22. EQUIPMENT NEEDED FOR AGENTS
TEXT MESSAGING
INSTANT
MESSAGING
E-MAIL REQUESTS
SOCIAL
NETWORKING
LIVE CHAT
COMPUTER W/2
MONITORS
WIRELESS
HEADSET
M3904 ACD PHONE
EQUIPMENT
SOLUTIONS
E-MAIL ESCALATIONS
22

23. UNIVERSITY CALL CENTER SERVICES FLOOR PLANS
23

24. 24

25. The University Call Center Services provides a first point-of-contact to
individuals reaching out to SIUC for campus information or general local
information.
The Call Center will also offer exceptional customer service supported
by state-of-the-art technology through all avenues of communication
such as phone, text, e-mail, instant messaging, web chatting and social
networking sites.
25