In an era where student support is paramount, one of the largest community colleges in the United States embarked on a transformative journey to revolutionize its contact center operations. Facing challenges such as fragmented knowledge, outdated technology, and understaffing, the institution partnered with Inktel to create a state-of-the-art support system. This case study explores how the collaboration between the college and Inktel not only addressed immediate concerns but also paved the way for future innovations in student services.
The partnership, launched in the third quarter of 2023, demonstrates the power of combining industry expertise with institutional knowledge to create a responsive, efficient, and student-centric support system. As we delve into the details of this successful implementation, we’ll uncover valuable insights for higher education administrators and contact center professionals alike, showcasing how strategic outsourcing can lead to improved student experiences and operational excellence.
Curriculum Development
Inktel’s Training department collaborated with college stakeholders to create a comprehensive curriculum for Tier 1 Support within 45 days, consolidating disparate
knowledge sources.
Technology Upgrade
Implemented Amazon Connect as the new phone system, overcoming integration challenges and enabling remote work capabilities.
Staffing Expansion
Rapidly deployed and scaled a team from 30 to over 60 full-time agents within 4 months, coordinating with 13 different departments to meet diverse institutional needs.
Continuous Improvement
Ongoing refinement of processes, resulting in a reduction of call transfers from 45-50% to approximately 20%, allowing college staff to focus on in-person appointments.
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