Leading Private Education Provider

A large private education provider, this company offers undergraduate, graduate, professional development, and other educational programs and services to working adults in the U.S. and in many other countries across the globe.

Through the use of Verint Workforce Management, the company has been able to “right-size” contact center operations to more effectively meet student demand. Helping it achieve considerable cost savings, it uses the Verint solution to create optimal schedules for over 6,000 employees.

Given its successful use of Verint Workforce Management within its contact center environment, the education leader aimed to drive similar efficiencies within Student Financial Services Operations (Financial Services) and the Office of Admissions and Operations (Admissions), two critical areas where employees handle calls and off-phone processing work.

Specifically, the company wanted to improve the overall student experience by meeting or exceeding students’ turnaround expectations on inquiries and applications. However, neither Financial Services nor Admissions had the tools and processes in place to effectively manage work volumes against turnaround goals. With the two groups dependent on each other to execute work, the lack of dynamic backlog management often had a less than desirable domino effect, with volumes in Admissions leading to delays in Financial Services, which, in turn, impacted the organization’s ability to address student applications and inquiries in a timely manner.

Using Verint Workforce Management and Verint Desktop and Process Analytics, the education leader is able to more effectively manage work volumes and backlog across Financial Services and Admissions and more accurately schedule resources to meet demand. In addition, with visibility into performance via Verint Performance Management, front-line staff have the information needed to take action to improve efficiency and effectiveness. As a result, the company has seen productivity gains ranging from five to 15 percent.

With the establishment of more accurate and consistent processing standards, the company was able to “right-size” Financial Services and Admissions operations, reducing headcount by 11 percent through attrition while maintaining service and productivity levels. The education leader, including both Financial Services and Admissions managers and front-line staff, now has accurate visibility into performance, an easy and consistent method to manage availability and work exceptions, and accurate data to drive continuous improvement and operational decisions. Finally, the company has a repeatable and effective approach for future back-office implementations that decreases implementation time and increases speed of adoption.