CCD Call Center: Service with a Smile
Taking on average 80,000 calls per year, the Call Center handles anything from questions about the college location to how to apply for financial aid. When you walk into the Center, you are greeting by the sound of ringing telephones and upbeat voices assisting callers. Staffed by approximately 14 CCD student employees, the Center acts as the College’s main switchboard and also takes calls for various departments around campus.
CCD student worker Anissa likes the environment, “I’m new to the call center and I really like it here. Everyone is really nice and helpful and the training they are giving us is really good. I want to be a social worker so these skills will help me in my future.”
In addition to taking live phone calls, the Call Center handles on average 4,000 Live Chat messages each year. The Live HelpNow Chat feature has cut down on wait time in the Center’s queue and also reduces time for students to stand in line. It was during its 2016 peak fall enrollment that the Center was awarded “Best Customer Service” by LiveHelpNow! Gustavo M. Rivas, call center manager, has been overseeing its operations since July of 2011. Originally started in February of 2011, the Center only managed the main calls for the school. Over time, it has morphed into taking calls for most of the enrollment services departments across the college, including financial aid, admissions and the cashier’s office.
“Staff have access to admissions records so we also help students with questions regarding their FAFSA, the enrollment process, class schedules and other questions,” said Rivas. This team of cheerful students operates as customer service agents and sometimes as therapists. The top requests Call Center staff get range from questions about the college address, information about FAFSA and other financial aid questions, enrollment status, course information and students needing directions.
Nick Grissom, one of three full-time Call Center staff said that the most satisfying calls are the ones they get when a student is lost on campus. “Occasionally we’ll get a lost student asking for directions so we’ll ask them what they see around them,” said Grissom. “Then we’ll physically go and find them and walk them to their location. We don’t get a lot of human interaction in our office so we have to try and find it ourselves!”
It’s no wonder that CCD’s Call Center received an award for best Customer Service! Congratulations and a big thank you to all of the staff and student workers for all of your incredible work.