It is an innovative university, rooted in Catalonia and open to the world, which trains people throughout their lives, contributing to their progress and that of society, while carrying out research on the knowledge society.
Its educational model is based on personalization and student support through e-learning. With an enrollment of more than 70,000 students and 80,000 graduates, the UOC, which was founded in 1995 as the world's first online university, has won two gold, one silver, one bronze and one leadership award at the Learning Impact Awards.
The challenge was to respond to potential new students who need to go beyond the information published on university websites and request - through forms - more information to receive personalized and professional attention from advisors to guide them in making the best decision for their careers.
To meet this objective, it was necessary to implement a business model that resembled the traditional model of lead generation and conversion to sales, but with a high level of complexity, professionalism and commitment, giving it a totally different nature.
External vs. internal platform
Before the implementation of inConcert's technology, the UOC had outsourced its commercial telephone customer service. Thanks to inConcert, it was possible to internalize the service and, consequently, to carry out a much more direct follow-up of the activity, which is fundamental in a product as complex as university education.
When it was decided to implement inConcert, the UOC decided to collect information requests through a web form and not to publish a commercial telephone number for receiving calls.
The reason was that, with such a high volume of active students, the business telephone could become a point of entry for students for administrative procedures that would distort the activity of the team of commercial advisors focused directly on the enrollment of new students.
The elimination of a telephone hotline in favor of a web form slows down the response time offered, but the Click to Call service has made it possible to give an almost immediate telephone response to those students who request it, and they can even freely choose the time they wish to be contacted, for their convenience.
This is obviously automatic for the predictive dialer and also takes into account the agents available in each time slot and the Click to Call requests made by potential students.
Applying different business strategies
An important point to highlight is that the same technology and the same server used in Spain serves the Mexican market. The advantages of this are multiple, since they homogenize the design of the campaign, its execution and follow-up, saving the efforts that would have to be made to manage two independent Call Centers. In this way, there is no physical distance either, being able to do live listening, and other "live" monitoring and coaching tools. In this way, the results of the campaign executed by your consultants from the offices on the other side of the Atlantic can be followed up to the minute.
This way you can follow up to the minute the results of the campaign that your advisors are executing from the offices on the other side of the Atlantic.
The Universitat Oberta de Catalunya and inConcert have been awarded in the VII Platinum Contact Center Awards, consolidated awards in the sector for their independence and prestige, which recognize quality in Customer Experience and technological innovation. It has been the mastery in the development of 100% IP technology that has led inConcert to win the Award for Best IT Project in the Educational Sector together with the UOC.
In its proposal, the jury valued the excellence in the technological development of inConcert's candidacy among a hundred candidates.
“InConcert made it possible for us to internalize the telephone service and, consequently, to carry out a much more direct follow-up of the activity, which is fundamental in a product as complex as university education. The Click to Call service has allowed us to give an almost immediate telephone response and we have estimated the increase in sales of masters and courses at 15%.”
Director of the Telephone Counseling Center, UOC