Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Education Industry

CustomerServ’s Education Call Center Outsourcing Vendors Deliver Best-in-Class Support Services

Technological innovations that have been transforming the business world have begun to permeate the education industry. Digital technology is disrupting educational processes built on a centuries-old model. The traditional classroom approach is evolving to prepare students to live, work and thrive in a world of artificial intelligence, virtual reality, big data and mobile technology.

EdTech is changing how students consume education and is transforming learning into a highly personalized, immersive, multimedia experience. Online learning platforms offer students broader access to education and standardized content across schools and countries. 

Brick-and-mortar institutions are likewise responding to the needs of a connected, mobile-first student population by recreating the campus to mirror the modern workspace with widespread Wi-Fi access and collaborative areas, and replacing lecture halls and auditoriums with spaces designed to facilitate interactive learning.

Among higher education institutions, there is increased interest in expanding international enrollments by providing dedicated space on the main campuses of partner universities in developing countries. These “micro-campuses” offer a blended approach of online and in-class learning, which provides international students with access to a U.S. education while substantially lowering the cost.

Top Customer Service and Enrollment Challenges for the Education Industry

The future of education is already here. Leading-edge primary, secondary, vocational and higher-education institutions are providing superior, customized learning experiences in a Bring Your Own Device (BYOD) environment. However, the costs are steep to build, maintain and update the infrastructure to support rapid advancements in technology. Competition for tuition revenue is fierce. Education providers will need to deliver a personalized, end-to-end experience to build long-term loyalty among students and alumni, while also providing superior customer service and tech support for parents, faculty and staff. Top customer service challenges for education providers include:

• The ability to staff up with skilled customer service and technical support personnel during peak volume periods (e.g., enrollment, orientation, the start of a new semester).
• Providing technical support for students, faculty and staff in an increasingly complex BYOD environment.
• Offering multi-lingual customer service and technical support for international students enrolled in online and global branch campuses.
• Delivering ongoing training for customer service and technical support staff for new learning systems, system upgrades and mobile technology.
• Providing faculty and staff with efficient IT support for online learning systems and networked systems.

CustomerServ’s Call Center Vendors Specialize in Education Support Services

CustomerServ works with leading education call centers that provide a wide spectrum of outsourced call center services for all types of educational institutions including:

• Online education
• Colleges and universities
• K-12 online and brick-and-mortar
• Technical schools
• Art schools
• Trade schools
• Test preparation

To successfully service the education industry, call center vendors must be capable of meeting seasonal staffing requirements and staff their teams with well-trained education consultants. Our vendors specialize in:

• Inbound customer service
• Inbound and outbound enrollments
• Admissions support
• Live chat and email
• SMS/Text and social media support
• Mobile app support
• Digital and web lead opt in
• Expert “Speed to Lead” management
• New student enrollment services
• Student counseling
• Parent and educator support
• Lead aggregator support
• Technical support and help desk
• Application processing
• Online training services
• Student loans and financial services
• Loan servicing