ComDispatch

Quick Facts
Name: Metrolpolitan Institute of TAFE (MSIT)
Head Office:  Brisbane, Queensland
ComDispatch Solutions: Customised CCMS & EDM (Marketing & Call Center)
Web site: N/A (internal application only)

The Challenge

To develop and implement a suitable Call Center solution for MSIT, that  improved the following factors:

• Accurate recording and retrieval of information
• Reduction in 'on-hold'time
• Higher conversion rates
  
• High level of staff acceptance
• A responsive support structure  

• TAFE wide solution
• To develop a dynamic, Real-Time Interfacing solution that bridged the gap between the Call Center staff and the enrolling student
• Storage of all phone interaction/conversations with new students
• Ability to attach/send TAFE course sheet through the system
• Facility to communicate with new students and related staff members electronically 
• Ability to run complex reports with dashboard facilities
• Large, fast and secure environment to store student enrollment information 
  
  

Outcomes

ComDispatch discovered the that the key issues with MSIT was that a large amount of time was spent capturing fragmented data across a wide variety of systems.

As a result, ComDispatch has implemented a customised version of the CCMS system with full EDM capabilities across both the Call Center and Marketing departments.

The implementation of the ComDispatch CCMS system has resulted in a large reduction in the processing time, as opposed to the previously used, paper based methods.  When tested, the average time spent on a call went from 13 minutes to 4 minutes when running the full ComDispatch CCMS.  As a result of the reduction of the time spent with each client (student), the overall conversion rate of 'Calls vs. Number Enrolled'was also greatly increased.

The system has now also been tested through various peak enrolment periods and has performed flawlessly.  Due to the growing load on MSITs current hosting environment, ComDispatch are also in the process of transferring MSIT to their own dedicated hosting environment.

Interested in knowing more? Contact the ComDispatch Office