Patrick Booth and Berta Royer

Call Center Established 1995 Original Team

◦ Operator > Team > Zeacom Lead by Dr. Patrick Rinard

◦ Cynthia Thomas the Operator◦ Staff Assistant, 2 Student Assistants

Locations◦ Operator Attic at Gibbs ◦ Old District Portable > HEC Information > Epi-DO

Method: ◦ Large Book

Campus and Department Information◦ Catalog ◦ Rotated Phone Calls

Information Mail Outs (Sorted)◦ Course Schedule Booklets, Catalogs, etc.

General Information Cont. Ed. Registration Departmental Questions Admissions Process Registration Steps Transient Students MySPC Walk Through Residency & Holds

Started 2008 Original Team

◦ Lead by: Alice Marks and Federal Work Study Student Assistants

◦ Hired 1 FT Staff Member New Team

◦ Call Center Manager◦ 1 FT◦ 3 OPS◦ 2 FWS

Located at Clearwater Campus Filing Verification Documents and SAP Scan Documents FAFSA Questions Packaging and Release of Funds Questions Holds Questions

FAFSA◦ Suspend

Bright Futures Third Party Billing Scholarships Verification SAP Appeals (Approved or Denied) BLOC Information Financial Aid Status

April 2010 Pilot Cyber Generalist Team◦ Year One - Assisted 10,214 Students◦ FT Positions Established January 2011

Hired by April 2011.

Financial Assistance Center Call Center Enrollment Management Call Center Merge – Midway through March 2011

◦ New Location (EPI – DO)

Academic Planning Registration Troubleshooting

◦ Pre-reqs, Residency, Holds, etc. Grad Checks General Financial Aid Cyber Advising Maximum Time Frame Appeals Verify Admission Requirements Pilot Projects

◦ SPC4GRAD, Call Projects, etc.

Award Disputes ISIR Suspense Review Loan Information (MPM / EC) Review Packaging Investigations and Correction Requests

◦ Pell◦ Loan◦ Verification

Reduce Transfer Calls Cross train Cyber Team Develop “One Stop Shop” Environment Reduce Campus Lines Support Campuses Pilot New Procedures and Technology

Video

From 7/1/2010 to 6/30/2011◦ EM & FAS Call Centers Answered 260,298 Calls

EM Call Center Answered 202,847 calls FAS Call Center Answered 57,451 calls

From 3/14/2011 to 8/31/2011◦ The New Cyber Generalist Team assisted 15,470*

students * Data represents Cyber Generalist saved visits

MTF – 3176 processed for fall Cyber Advising – 5 / 10