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Multi-Campus Call Center needed help meeting the needs of students, marketing, finance and administrative support. Used GCS Consulting to boost performance and relevancy in their organization.

 

The Challenges

• Balancing Cross-functional demands on the contact center from various departments for recruiting, retention, campus communication, counseling, collections, web support and more.
• Meeting annual goals and objectives for performance and cost containment.
• Needing call center expertise to improve recruiting and hiring, workflow, skill assignment, and reporting.
• Wanting a peer review to understand where they stood and to use in support of requests for resources