Call Center Services provides 24/7 support
CHALLENGE: Change technical support services for students and staff
To change SUNY Rockland Community College’s technical support services, the institution partnered with Managed Services to implement a 24/7/365 central help desk and call center. Now staffed with trained professional support technicians who can help numerous callers simultaneously, the help desk’s services were expanded to include phone, chat, and self-service ticketing; knowledge base and troubleshooting documentation were created; and new systems were implemented.
- 65% of inquiries resolved during first call
- Calls answered on average within 76 seconds
- Overall satisfaction rating of 4.7 (on a scale of 1-5)