[civsa] Recording Phone Conversations

[Parker, Ed]

The Admissions team at Liberty University utilizes technology to ensure best customer service practices.  Tim Rees, Director of Resident Undergraduate Admissions is available for questions concerning this item and may be reached via phone or email.

Tim Rees
434-592-3054
trees at liberty.edu<mailto:trees at liberty.edu>

Ed Parker
Associate Director of the Visitors Center
Resident Enrollment

(434) 592-3775

[http://www.liberty.edu/media/1616/40themail/wordmark-for-email.jpg]

Liberty University  |  Training Champions for Christ since 1971


From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Edwards, Tia
Sent: Wednesday, March 14, 2018 1:45 PM
To: listserv at civsa.org
Subject: [civsa] Recording Phone Conversations

Greetings!

We are having a problem of conflicting stories from students who call into our front counter. I have received complaints about customer service, incorrect information and so on, but our staff and student workforce say that the student was difficult or did not like the answer they were given. I have found that the truth is somewhere in the middle with each side being accurate in their account about 50% of the time.

I know that private companies record lines for "quality assurance and training purposes", but do any of your institutions do this for your front counters or call centers? If so, how has that worked for you? How often do you need to access a recording?

Thanks!


[cid:image003.jpg at 01D3BBA1.0D4BDA40]Tanisha Edwards, M.Ed.
Associate Director of Admissions, Campus Visit
University of Houston-Clear Lake
2700 Bay Area Blvd, Box 13 | Houston, TX 77058
281-283-2642 | edwardstia at uhcl.edu<mailto:edwardstia at uhcl.edu>
The choice is clear.
http://www.uhcl.edu/admissions/events
Upcoming Events:

Spring 2018 Open House
Saturday, Mar. 24th | 12pm - 3pm
Register at http://www.uhcl.edu/open<https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.uhcl.edu%2Fopen&data=02%7C01%7Cefparker%40liberty.edu%7C84338061299b4f550b2208d589d38b15%7Cbaf8218eb3024465a9934a39c97251b2%7C0%7C0%7C636566464025843607&sdata=C59tZUwl7rT5VmmEdHRbcFRdj7q9yEumnaN6QC6Pjrk%3D&reserved=0>

-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://civsa.org/pipermail/listserv_civsa.org/attachments/20180314/dc9ddee7/attachment-0001.html>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image001.png
Type: image/png
Size: 21943 bytes
Desc: image001.png
URL: <http://civsa.org/pipermail/listserv_civsa.org/attachments/20180314/dc9ddee7/attachment-0001.png>
-------------- next part --------------
A non-text attachment was scrubbed...
Name: image003.jpg
Type: image/jpeg
Size: 4118 bytes
Desc: image003.jpg
URL: <http://civsa.org/pipermail/listserv_civsa.org/attachments/20180314/dc9ddee7/attachment-0001.jpg>