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Wednesday, March 15 • 11:30am - 12:30pm
After Hours Call Center Support - From Outhouse to In House

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A few years ago, IT Support Center was charged with providing overnight call center support to meet the needs of VCU customers taking online courses and for those that study or work overseas. Our first approach was to outsource the service. This resulted in many customer complaints and labor intensive management. In early 2016, we decided to bring the service in house and provide our own after hours call center support. We are very happy with our results but it is not without its downsides. Our presentation will cover what we discovered along our journey and what we hope for in the future.

Speakers
avatar for Barbara Robinson

Barbara Robinson

ITSC Call Center Lead, Virginia Commonwealth University
Barbara Robinson is a VCU IT Support Center Call CenterLead and supervises the full time staff members. In addition to supervising, Barbara also is a key member of the IT Support Center team. Barbara has been with VCU for over 35 years, and has worked in Technology Services with all... Read More →
avatar for Scottie Wylie

Scottie Wylie

ITSC Coordinator, Virginia Commonwealth University
Scottie has been a dedicated member of the IT Support Center staff for the past 10 years. His passion is working in the higher education environment and hopes to continue doing so for many years to come.


Wednesday March 15, 2017 11:30am - 12:30pm
Lee
  • Session Sponsored by: Virginia Commonwealth University

Attendees (26)