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Key Benefits of Speech Analytics for Postsecondary Education (CallMiner Examples)

Company

Scott Kendrick

December 04, 2014

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According to data from the National Center for Education Statistics, roughly 21 million students are expected to attend American colleges and universities this year, constituting an increase of about 5.7 million since 2000. Increases in the traditional college-age population – between 2000 and 2012, the 18- to 24-year-old population rose from approximately 27.3 million to approximately 31.4 million – and rising enrollment rates have contributed to the increase in college enrollment.

Along with the spike in enrollment at U.S. colleges and universities comes enrollment at for-profit institutions, which has increased by a whopping 225% over the past two decades. Today, these institutions enroll about 12% of all postsecondary students.

With more students than ever enrolled in postsecondary education, it’s critical for schools to verify that their brands and programs are represented correctly to ensure compliance in advertising and avoid incentives, co-registrations, second & third chance leads, and bogus scholarships. Here’s a look at how speech analytics can help:

Compliance Assurance

In an increasingly complex regulatory environment, compliance with state and federal regulations is vital to call center success. Compliance concerns and potential penalties that the regulations bring with them, in fact, mandates a stronger push for transparency in call center operations.

With speech analytics solutions in place, organizations can automatically track 100% of calls. Every call is scored to identify relative risk level associated with any aspect of compliance based on content of the conversation, which allows for narrowing corrective action efforts and investigation. Higher Growth, a marketing firm specializing in highly targeted leads for postsecondary schools, used CallMiner’s speech analytics solution to reinforce its lead management compliance best practices while adhering to The Telephone Consumer Protection Act and U.S. Department of Education regulations.

“Harnessing the CallMiner software, in combination with our own proprietary technology, allows us to demonstrate transparency to our clients and provide them with the highest level of compliance assurance on the market,” says Frank Healy, president and CEO of Higher Ed Growth.

Agent Performance

With the rise in postsecondary enrollment, it’s imperative that call center agents deliver accurate and helpful enrollment information to prospective students. Automating call center performance management allows for the automatic scoring of each and every contact and provides immediate feedback to managers, supervisors, and agents.

Speech analytics solutions such as myEureka can help companies develop a team of top performers in the call center. Not only does the software allow supervisors to quickly identify those agents who are following best practices, but it also alerts them to agents who may need additional coaching and training opportunities.

To ensure that agents were representing client brands comprehensively and accurately, CUnet, which works to deliver qualified inquiries to for-profit colleges and universities, chose CallMiner’s speech analytics software. “Being able to track 100% of calls for performance and compliance is very important to us,” says Jeff Herz, Director of Operations and Compliance at CUnet. “CallMiner has solved that problem.

Final Thoughts

With more and more students enrolling in postsecondary education, it’s crucial for institutions to maintain regulatory compliance and accuracy when talking to prospective students and their families. Speech analytics software solutions offer key benefits that can help call centers adhere to state and federal regulations and provide useful information to students.

How is your call center ensuring compliance and accuracy for postsecondary education? I’d love to hear your feedback in the comments below.

 

Image Credit: ©iStockphoto.com/Gloda

Customer Experience Quality Monitoring Risk Management & Compliance North America
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