Higher Education
CompanyOpportunity
U.S. Department of Education rules mandate that for-profit higher education institutions
ensure program transparency, such as providing students with a clear understanding ofeducation financing and excluding admissions personnel from being compensated forsales practices. For one for-profit higher education company, merely complying withregulations has never been enough.
With a charter to continuously strive to improve student retention and the overall student

Solutions
Verint® Interaction
Recording™
Verint Speech Analytics™
Verint Speech Analytics
Managed Services™*

experience, the company is determined to effectively monitor, adapt, and evolve the way itinteracts with its large student population. But, it needed the ability to better understand thechallenges its students face and to take a more proactive role in coaching them through theups and downs of balancing work and after-hours education.

Industry
Education

To help gain more valuable insight from its student interactions, the company implemented
Verint Interaction Recording™ and Verint Speech Analytics™. Verint was chosen based on its®

strong partnership with the company’s ACD vendor and the value of its unified, analytics-driven
solution.
Deployment provided the company with valuable call recording, as well as a robust means for

Regioncapturing, analyzing, and acting on the voice of the customer. However, the company lacked theAmericas

internal resources to take full advantage of all the software had to offer, minimizing its ability todrive impactful change for the betterment of the student experience.

Solution“In our wealth of student-related information, we knew we had a powerful catalyst of change
to improve how we do business,” said the director of business process improvement at thehigher education company. “In Verint Speech Analytics, we knew we had a robust tool toharness the information. We just needed someone to help us bridge the gap.”
That “someone” was Verint’s speech analytics experts, whom the higher educationcompany engaged with via a managed services arrangement. The goal was to more
specifically understand what speech analytics could do for the organization and how
to best apply it to measure and improve the student experience.
“Although we knew speech analytics was not difficult to use, we felt that,given our resource constraints, it was best for our business to leverage Verint’sexpertise,” notes the director. “This would not only give us initial insights
into the student experience that we could use to start adapting our processes,
but also help us justify the dedication of a speech analytics resource.”* At the time of implementation, thesesolutions and services were offered under
the Verint Impact 360® brand.

Results• Gained quantifiable strategic
and tactical data to 		
substantiate and address issues
and opportunities with regard
to the student experience.

• Supported the student 		
experience by analyzing 		the content and timing 		
of certain student interactions,enabling the availability of theright resources at the right timein the student lifecycle.

• Reduced student frustration
by determining the root 		
causes of unresolved 		
calls due to transfers and 		adapting underlying call 		transfer processes.

• Identified opportunities toimprove student retention.

“ All call center disciplines can greatly benefit from Verint’s speech analytics
and the insight the solution provides.”– Director of Business Process Improvement

Verint Speech Analytics experts built call categories andconducted a series of call studies around call drivers(why students were calling) and call experiences (what washappening to them when they did). In addition to deep-diveroot cause analysis, the Verint team used trending andcategorization capabilities to identify “quick hit”
opportunities.
The team used the Verint Speech Analytics’ patented
audio indexing and categorization technologies to create aComplete Semantic Index™ of a large sampling of the higher
education company’s student interactions. The software’s
TellMeWhy™ functionality helped identify potential underlying

Another finding showed one group within the company
reporting that it was transferring calls that were then going
unanswered. Meanwhile, the group receiving the transfers
indicated that it was, in fact, answering the calls.
Through Verint Speech Analytics, the company learned thatmany of the transferred calls ended up in voicemail. Therefore,
while the calls were classified as answered, student issues
or inquiries remained unresolved, which reduced first callresolution, increased repeat calls, and added frustration tothe student experience.
The company now routes the calls in question to queues

root causes for specific calls.

where the next available agent can address the student’s

Benefits

need, and the overall call experience can be more effectively

Verint Speech Analytics raised awareness around specifictypes of conversations occurring between students and staff
and, more important, when in the student lifecycle theseinteractions were occurring.

aim to use the Verint solution to further help optimize first callmeasured and analyzed. Also, the company is already taking

Armed with quantifiable insight around the specificconversations taking place and when, the company is nowable to get the right resources into the student lifecycle atthe right time to address a variety of issues and inquiries,
subsequently helping to improve the student experience.
“With speech analytics, Verint was able to statisticallydemonstrate the context and content of important interactions
within the overall student lifecycle and, from this, theimpact on the student experience,” explained the director.

resolution in the future.
Perhaps most promising, leveraging a turnkey model
developed by a Verint consultant to help ensure success, thecompany is training a speech analytics resource to enable it tocontinue to extract transformational intelligence from student
interactions in the future.
“If there is one overarching thing we learned, it’s that there
is so much more we can do with the tool,” the director
concludes. “All call center disciplines can greatly benefit from
Verint’s speech analytics and the insight the solutionprovides.”“Before, our insight was anecdotal, making it challenging tojustify changes to existing processes.”Americas

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