(Part of an ongoing series featuring Rich Media Impact Award finalists)
San Antonio College is the largest single campus community college in Texas with over 25,000 students.
With the downturn of the economy and a hiring freeze, the college faced a dilemma of how to serve its booming enrollment. Students would call and receive busy signals or complain about long wait times. The college planned to create a call intercept center, and call agents would be trained on how to answer frequently asked questions and route them to the appropriate department.
“The question was how do we create on-demand training modules to train our call agents. The solution was simple. Mediasite,” said Mona Aldana-Ramirez, program coordinator for the Office of Student Affairs. “Mediasite is a production tool that allows us to create easy to follow training modules as well as provide employees with the option for retraining online.”
Currently the college is now able to serve up to 60,000 phone calls a month.
"Mediasite redefined our customer service training by yielding highly effective call agents. The implications of using Mediasite are great. Current discussions are underway throughout our district on how we can create more call centers using this model. Mention Mediasite in any meeting and people know the end product is that of high quality. I am glad that we use Mediasite at our college,” Aldana-Ramirez said.
For using rich media to quickly achieve a measurable ROI in its training initiative, the college is a Rich Media Impact Awards Finalist in the Rapid ROI category. Winners will be announced during a special ceremony at UNLEASH 2012 May 7-9 in Madison.