Perceptis

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A Message from Our CEO

I am excited to introduce the first edition of Perceptis’ customer e-newsletter. The principle is to provide an additional way of communicating about our company, our market, our clients, and the customer experience. We have grown to a level where we see a need for more formal communication with our customers. With requested feedback from our Advisory Board and clients, we determined a newsletter was the ideal place to start.

We plan to include certain topical categories in each edition such as Perceptis News, Business Trends, New Initiatives, New Go-Lives, and Best Practices. Suggestions are welcome for any other areas of interest we should include.

This will not replace communication methods already in place. We plan to continue, and even expand, informal communication through our Account Managers, Operations staff, and Executive channels.

In closing, here are some key initiatives we have embarked on to provide great service now and into the future:

Deployment of a state-of-the-art Work Force Management system to facilitate work force utilization
Deployment of a fully integrated agent desktop to increase both productivity and quality
Tripling of our Quality Assurance staff to provide greater feedback on ticket quality, agent compliance, and knowledge base integrity
Tripling of our training staff and the development of a new curriculum for agent training
Deployment of new business intelligence and data reporting tools to provide greater insight into trends and results

Our goal is transparency in all we do.

Bill Bradfield

New Initiatives

Quality Assurance Expansion Program

With the objective of driving continuous quality for our customers, we have expanded our Quality Assurance Program. This expansion includes:

Addition of new QA Specialists
Increased tracking and training efforts
Direct access to our QA Specialists

Specialists will be monitoring agent interactions and will supply coaching and feedback to the agents in an effort to provide the highest possible quality experience to our clients. The feedback gathered during the monitoring will be used for future training and new courses will be developed to continually refresh the skills of the agents.

Winter 2011

Consumed with High Call Volumes and Paperwork?

Financial Aid offices can maximize use of time and staff by partnering with Perceptis.

With our Finanical Aid Support Services, you can expect:

Students to get their questions answered
Increased staff availability to offer one-on-one student aid counseling
An increase in the number of aid packages
Improved effectiveness of enrollment marketing campaigns
Enhanced student satisfaction

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Perceptis News

Perceptis is excited to welcome Delgado Community College to our family of client partners. Perceptis will be providing support for Blackboard LMS, IT Help Desk for both classroom and distance learning, and Student Services Contact Center.

To reach our Quality Team directly to discuss any ticket, please send email to PerceptisQuality@perceptis.com. This will generate a ticket in our incident management system allowing our customers to track each step of the process.

Incident Management System – Perceptis Sync

Streamlining operations and staying current with industry-leading systems is an ongoing pursuit as technologies and resources improve.

Perceptis Sync is a development framework which allows Perceptis a high degree of customization and automation to help achieve operational efficiencies as well as address the most demanding customer needs. Perceptis Sync provides improved analytics on call data and the SQL database forces an interaction with every call, including generation of a ticket.

The Perceptis Sync framework, which consists of Sync++ and Sync Customer Portal, brings together the I3 Client, a new ticketing system, existing knowledge base content, messaging functionality, and fundamental client information resulting in more streamlined interaction within the institution.

A key benefit - Perceptis Sync is expandable with relatively small development costs while providing the ultimate in flexibility and adaptability to any corporate or client changes.

Other benefits include functionalities such as real-time message center, announcements with attachment and acknowledgement capabilities, real-time scrolling message bar with critical information, and statistical data showing employee performance and contribution. The system also offers business intelligence analysis and expanded reporting capabilities.

Specific Features:

Sync++ allows for an agent to unify and customize their desktop using a single platform. Features include an ACD queue viewer, advanced role base user management, messaging center, real-time performance feedback (predefined KPI’s), improved incident management systems, integration with knowledge database, and landing page with useful links and resources.
The Sync Customer Portal allows for interactivity which is tailored for client needs and common navigation elements. The portal has advanced role base user management, administration of message center, improved incident management system, reporting, upload and import of customer specific data, and private label branding based on user login.

We are currently doing a limited rollout and training with a few institutions. Our client partners will each be individually notified on their training and go live dates.

New Implementations

Increasing Enrollment for Johnson C. Smith University

SEM Works, a Strategic Enrollment Management company, has contracted with Perceptis to provide an outbound calling campaign for Johnson C. Smith University in Charlotte, NC.

The university had received a high number of inquiries through their website and several recruitment campaigns from prospective students who needed to be contacted in a short period of time. Representing the university and following scripted calls as guidelines, our agents called the high schools candidates to answer any questions and encourage them to consider attending.

In addition to the initial group of calls, Perceptis agents made follow up calls generated from the candidates who qualified for scholarships, were missing information in their student records and even to encourage enrollment in a timely manner. Go live was September 26, 2011, with agents making over 3400 calls and averaging over 100 calls in a four hour window. It has been a successful campaign and both JCSU and SEM Works are pleased with the outstanding job our agents are doing and the results.

Blackboard Support at North Carolina Agricultural and Technical State University

North Carolina A&T State needed expanded resources for their LMS Blackboard 9 support. With an increase in call volume, the university’s current staffing for LMS support needed additional resources so they could continue providing timely support for their students. Perceptis was the recommended solution to provide Tier 1 support.

This is a perfect fit for Perceptis agents who can easily take care of simple Blackboard support needs and allow the existing staff at NCAT to handle Tier 2 requests. The Perceptis Project Coordinator has been working closely with the staff at NCAT to prepare for a successful implementation and go live in early December.

Tracie Lewis, Ph.D., Coordinator of Distance Learning at NCAT states, "We are thrilled to be able to offer our students 24/7 LMS support and we are looking forward to our partnership with Perceptis.”

North Carolina A&T State University is one of several University of North Carolina schools that are utilizing Perceptis support services.

Best Practices – Methods for Successful Results

Many higher education institutions are proactively implementing best practices to maintain quality and a high level of customer service for their end-users.

Student Self-service with IVR Messaging

Pima Community College's Financial Aid and Student Accounts offices are making the most of IVR messaging capabilities for their students by providing “self-service” information. The goal is to provide an alternative method for students to receive basic information they need without holding for an agent. Students can easily access this information by pressing the options given to them. These messages will be concise and clear so the students can determine quickly how best to obtain what they are looking for.

Outbound Notifications Used to Increase End-user Service

VitalSource, a developer of the world’s most advanced e-book software and one of our client partners, is supplementing the inbound support that we offer with an outbound notifications process. When major changes or important messages need to be communicated to their end-users, Perceptis will proactively reach out to ensure the messages get sent. This not only provides increased customer service to the end-user, but it also helps manage call volume. In turn, this means other callers are less impacted and service remains more consistent.

Increased Satisfaction Through Survey Responses

You can help us continue tracking customer satisfaction by encouraging end-users to complete our survey. A survey is sent out after each ticket is resolved, but response rates on average tend to be low. Consider other avenues to help increase survey results. For example, posting reminders next to the help desk number on your web site or making the importance of surveying part of the discussion when speaking to campus groups, faculty, or classes about support services. If you have your own satisfaction survey for your department or campus, determine if adding a question or two regarding help desk support would be beneficial. We feel this combined effort to obtain more feedback is a win-win for everyone.

Rush - Preparing for Students' Return to School

In preparation for rush, we want to post a few reminders:

Getting the Word Out. Communicate to your constituents that rush is one of the busiest times of the year. This means higher call volumes and increased hold times. Remind everyone to be patient and utilize self-help options.

Notify Us of New Initiatives and Processes. If there are any new initiatives or processes that will be rolling out during rush, be sure to let your account manager know so that we can plan ahead.

Knowledge Base Review. To ensure a smooth rush, please review your knowledge base for any updates or changes that may affect our ability to properly and quickly service your users. It is also a good idea to review your escalation article and verify that the appropriate contacts are listed in case that we need to contact you during this time.



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