At the heart of this University is a Debt Recovery Team which manages a sales ledger of £100 million, and oversees the collection of all student fees. The team fields an average 6,000 calls monthly, peaking to more than 12,000 during enrolment period. Due to their old system having no voicemail or divert facility the team struggled to answer all the calls on time and incoming payments were often missed. Virtually overnight NewVoiceMedia’s ContactWorld improved relations between the Debt recovery Team and students, who were now able to resolve queries effectively and take payments with no delay. ContactWorld also held other benefits for the team including:
- Call recording
- Interactive reporting
- Call routing services and voicemail
Installed in just a week, ContactWorld provides the team with a robust platform for handling large quantities of calls.