[civsa] Recording Phone Conversations

[Iler, Todd A]

Hi Tanisha,

In my office at Purdue we do not record the calls but as the supervisor for the call center I do listen in on the student's conversations for purposes of quality control, consistent messaging, and feedback during their evaluations. I typically carve out a month or two and let the students know I'll be listening in from time to time during that time period. It is quite amazing to listen how a caller sometimes treats a student and then immediately changes their tune when connected to a professional staff person! If you have any questions how this process works for me feel free to reach out.

Best,
Todd

Todd Iler
Senior Assistant Director of Admissions | Office of Admissions | Purdue University
475 Stadium Mall Drive | West Lafayette IN 47907
765.494.1776 (phone) | 765.494.0544 (fax)
tiler at purdue.edu<mailto:tiler at purdue.edu> | www.admissions.purdue.edu<http://www.admissions.purdue.edu/>

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From: listserv [mailto:listserv-bounces at civsa.org] On Behalf Of Parker, Ed
Sent: Wednesday, March 14, 2018 2:31 PM
To: listserv at civsa.org
Cc: Rees, Timothy Edward (Admissions (UG & Grad)) <trees at liberty.edu>
Subject: Re: [civsa] Recording Phone Conversations

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<mailto: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:image001.jpg at 01D3BBA7.1ED6C300]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.
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