Athabasca University Distance Education Call Center.doc

Athabasca University Distance Education Call Center 【Abstract】 Call Center through telephone, e-mail, voice mail and other means of customer service. In the field of distance education applications call centers, to strengthen support services for remote students, improve teaching quality of distance education. Keywords: Athabasca University; distance education; Call Center Athabasca University in Canada and 2.4 million students a year service. Students primarily through independent learning, can follow the progress of the flexibility of their own time and place of learning, have access to effective part-time study and full-time work. University of efforts to clear the time, space, past educational experience and to a certain extent, the income level of obstacles. The use of call center model to ensure that student satisfaction is Athabasca University, an attractive approach. In the past decade, Athabasca University has developed three unique call center: First, information center, built in 1995. Information Center for incoming calls was not directly directed to an individual’s line, or go to one other call centers, but call first to determine the intent. Information Center staff for university services, programs, courses have a clear understanding of, and be able to reach a wide range of information. Much of the information has been transferred to the students call center consultants, registered office, computer services help system, call center or business school curriculum counseling staff. Prior to 1995, incoming calls reach the registered office’s only a phone above, a lot of dropped calls. In addition, the students said finding the right people in institutions to solve their specific problems are often very difficult. Since 1995, many of these issues are resolved, and the call number and the number of students were tested exponentially. In the past five years, the number of e-mail queries rapid growth, the University has developed one called