Overview

Educational organisations are looking to improve operational efficiency and student experience through better use of resources and more focus on service, especially when it comes to safeguarding students and managing complaints.

Managing resources

Call analytics assists educational organisations to monitor call volumes, network capacity and staffing levels. Deploy wallboards to help staff manage priorities ‘in the moment’. Use historical reporting to enable managers to monitor service levels, identify and manage trends.

Improve service

Call recording quality management enables contact centers and helpdesks to develop call tactics, measure the quality of conversations and get new starters up to speed faster. Ideal for frontline staff who manage challenging calls, for example, those dealing with complaints or managing safeguarding.

Resolving disputes

Protecting reputation is a key challenge for higher and further education. Call recording helps to prove who said what and resolve disputes before they escalate and damage reputation.

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