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Systems / Quality ControlCall Processing System Our call processing system combines sophisticated call management software with voice recognition and switching technologies. Because of the following we can now offer educational institutions an extremely aggressive price point. The call manager efficiently directs the calling operation, displaying scripts and data records on the callers' terminal, and collecting data entered through the keyboard. In addition, callers easily navigate through on-line scripts, minimizing training requirements and the transaction time per contact. The system has the ability to manage a torrent of data associated with complex calling campaigns. List segmentation, advanced script writing programs, customized reporting and fulfillment are some of the tools available. Calling Staff The Higher Education Services Group will always provide experienced, highly trained calling staff dedicated to quality service. Most are college educated, and hired only after a selected screening process. Just as we give much thought and effort to hiring the best staff, that same care is given when deciding which callers will be assigned to your project. Example: we would not necessarily use the same callers for survey calling on behalf of admissions as we would for phonathons, or institutional research. This assures you that your campaign is in the hands of staff members with the proper background and expertise, who will be able to generate the best possible results for you. Training and Development We regard ongoing training and development of staff as high priorities. That is why our calling representatives receive continuous training. In addition to workshops and formal training, our staff is offered frequent feedback from supervisors designated to evaluate and fine-tune their performance. Supervision Although we guarantee a ratio of one to ten for supervisors to callers, most often it is closer to one to seven, ensuring consistent program management and supervision for every project. One of the benefits of having the supervisor/caller ratio we do, is the ability to make instantaneous adjustments in scripts and procedures which will improve the efficiency of your campaign. Account Management You will be assigned a personal Account Manager, who will work closely with you from the planning and inception of your campaign, to providing you with progress reports once the campaign has begun. The Account Manager acts as a liaison between the site manager and supervisors, and will help choose the staff for your campaign, assist with training, help in the development of your script, as well as monitor and critique the efforts of our callers. On-Line Reporting Feature You will be assigned a password and user name the day after your campaign commences, which will give you access to our web-based reporting website 24/7. You will be able to view your call report, surveys for your counselors to call, or phonathon pledge reports for fulfillment. Project Development
Project Management
Total Project Fulfillment
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