呼叫中心的任务是提供准确的服务, 有效处理所有来电. The 呼叫中心 is committed to providing excellent customer service and representing Butte College in a positive, 专业的方式.
The 呼叫中心 resides under the Student Programs and Services branch of the college overseen by the Vice President of Student Services and Dean of Student Services. 我们的单位接受全国十大赌博官网和记录主任的指导. The 呼叫中心 was established to provide personalized assistance to students and to enhance the customer service experience by increasing first call resolution at the college. By answering a number of commonly asked questions we provide assistance and free up resources at the department level.
呼叫中心向新生提供有关注册步骤的信息, 导航到六个步骤的经济援助, 重要的日期和截止日期, ID检索, MyBC登录帮助, 学生电子邮件协助, 通用导航, 用校车接送学生信息, 费用信息, 收银和登记服务, 协助联系学院部门和人员.
呼叫中心包括:
� 1名全职呼叫中心代表
� 1名全职双语呼叫中心代表
� 五(5)名呼叫中心代表
长期兼职24小时雇员(1名空缺)
� 一(1)兼职资助西班牙语学习
学生权益中心代表
(空缺将于四月填补)
� 1名全职呼叫中心主管将于7月退休
2019年1月1日(即将空缺)
在高峰期，我们每天的通话量可超过1000个. 呼叫监控软件将允许呼叫中心更有效地管理资源, 根据学生需求高峰调整人员配置, 尽量减少呼叫等待时间.
呼叫中心被纳入2016年全国十大赌博官网和记录项目审查. 程序审查验证小组建议呼叫中心获得一个跟踪呼叫的系统, 监控通话量并提供数据分析结果. The 呼叫中心s ability to implement this recommendation is solely dependent upon securing funding through the augmentation requests. 此请求是呼叫中心增强请求中的第三项.
策略一:高质量的信息和对学生的访问
呼叫中心通常是学生的第一个接触点. 我们的目标是以最有效的方式让学生及时得到答案.
The last few years we established a Student Services Website accessable on the main web page "get help here" It would be helpful for students to have an entry point like the "ASK ME" symbol place throughout our website.
The Student Services 呼叫中心 staff on average has to go into 3 to 4 screens to evaluate what type of student, 学生余额, 适用于学生和住院医师. It would serve all Student Services to have a screen like XDPE with more information on it regarding these other areas to help students more efficiently. 我们的目标是为来年提出这样的要求.
策略二-顾客服务及可持续发展
以可持续的方式为学生提供最好的服务, 我希望尽可能保持呼叫中心的人员配备水平.
This requires us to stay knowledgeable of all areas of the college in order to 准确地 share the Steps to Enroll, our programs and services as well as all the resources that students and staff can use to select and complete their goals.
The 呼叫中心 has experienced a significant amount of staff turnover in the last year and a half. 训练有素的员工对于彻底回答学生的问题至关重要, 准确地, 有效地. 在呼叫高峰时段尤其如此. 空缺的工作人员职位会大大增加呼叫者的等待时间.
策略3 -利用技术获取信息
继续完善网上服务和学生自助服务导航. 学生仍然难以找到和理解的主要领域是:
Continually adding new functionality and services online through ongoing utilizing of newer technologies impowers students, 减少挫败感, 提高学业成绩，减少电话.
This last year we implemented a Student Services FAQ page to help students navigate to services that continue to be difficult to find on our website.
We also provided an online help email service that continues to grow as students find this an alternative self serve option useful and timely.
策略四:持续支持西班牙语使用者
我们目前有(1)名全职的西班牙语讲师来协助我们的拉丁裔人口. This year the 呼叫中心 applied for an additional Spanish speaker through Student Equity funds and we were granted (1) Half-time worker.
This support has allowed us to request and acquire a queuing system which now allows students to be assisted with a live operator each and every call. We brought this on board and we have tripled the amount of Spanish speakers we are able to assist. 这个额外的职位是由学生权益基金资助的. We will continue to apply for Student Equity funding to provide two Spanish speakers to give the coverage needed to effectively serve this growing population. This is especially needed now that the Butte College Promise Scholarship Program is available to this population of Dreamers and AB540's. It is also my understanding that we are close to being a Hispanic Serving Institution which gives us more funding.
Having Spanish speaking staff for set hours allow us to advertise a live operator to be available for students to get personalized assistance. We have found this population is hesitant to leave messages or ask questions without an actual operator to assist them. Having (2) operators online for the hours we are open or set hours of Spanish speakers is important to provide equal services to this population.
With additional staff we would also be able to reach out to current Latino students and assist them with online services. Getting these students online where most of our services are we hope will assist with their success.
帮助提高电话数量，改善在线服务, 我们希望继续支持呼叫中心的学生服务常见问题解答页面. 这个页面提供了学生在给定时间段内最常问的10-15个问题的答案. We would like to keep these answers relevent throughout the year and also provide important Student Services links and how to videos to provide additional online support to students. 我们也希望提供持续的电子邮件帮助. I would like to see "ASK ME" buttons placed throughout our webpage and in MyBC to get students to this page. 目前访问这些服务是在主要的十大网赌正规平台登陆页面. 如果能得到“在这里找到帮助”的点击率统计数据，那就太好了.
呼叫中心已使用SSSP, non-credit SSSP and Student Equity funds on an as-needed basis and will continue to do so as needs arise.
去年的资金
2019财年
11-000-700-1-649005
工资/福利:478,987美元
2%供给/设备——5000美元
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$483,987
12-277-700-1-649005
100%(兼职双语职位)-薪水 & 好处
100%(195季/回填除外)-工资 & 好处
10%(全职双语职位)-工资 & 好处
$77,388
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$ 561,375
| 最初的优先级 | 程序，单位，区域 | 资源类型 | 帐号 | 目标代码 | 一次增广 | 持续的增加 |
| 描述 | 支持的理由 | 潜在的替代资金来源 | 优先级标准 | |||
| 1 | SSSP，学生服务，呼叫中心 | 人员 | 11-000-700-1-649005 | 52390 | $14,540.00 | $14,540.00 |
| 季节工空缺、注册及入职期间的预算 | 呼叫中心有2名FT员工和5名PT员工，在高峰时段每天接听多达1000个电话. 平均是22.每个接线员每小时问5个问题. 呼叫中心 training costs are expensive and with our scope requiring operators to know so much about the college and Student Services it takes a minimum of 3 weeks of training. The budget here reflects 2 additional staff during our 5 key orientation/registration peak periods for 40 hours per week and training costs. |
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| 2 | SSSP，学生服务，呼叫中心 | 人员 | 122597001649005 | 52190 | $22,551.00 | $22,551.00 |
| 双语呼叫中心代表(.6 FTE) | It is critical for our service to the Latino to have immediate service as opposed to having them leave messages. 这群人倾向于觉得这样做不舒服. Therefore this position allows us to have a queuing system for this population and be able to answer each call directly. |
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| 3 | SSSP，学生服务，呼叫中心 | 设备 | 11-000-700-1-649005 | 55610 | $35,000.00 | $35,000.00 |
| 呼叫监控系统 | 我们的电话和范围增加了两倍或三倍，而我们的员工水平保持不变. We need a way to measure our volume to be able to set reasonable call volume limits for staff and be able to justify additional staff to meet any increase in volume or scope. 在这方面没有监测系统或指导方针, 我们没有有效地规划一个可持续的未来. 这是来自项目评审确认小组的建议. |
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| 4 | SSSP，学生服务，呼叫中心 | 营业费用 | 11-000-700-1-649005 | 56411 | $5,000.00 | $5,000.00 |
| 耳机、设备和基本用品的预算 | 由于我们每年接到的电话数量很大，接线员经常会戴上耳机. 另外, 纸, 信封, 打印机墨盒, 名片, 外展活动需要活页夹和其他用品, 培训和日常操作. |
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