OCAS Partners with Mohawk College on Expanded Contact Centre Support
October 27, 2015
GUELPH, ON: After a two-month pilot, the Ontario College Application Service (OCAS) and Mohawk College have announced a formal partnership leveraging OCAS’ current customer contact centre capability to provide inbound customer support for Mohawk continuing education and postsecondary programming.
“Tier 1 service is critical to customer engagement, and we’re pleased to be offering support for both Mohawk’s continuing education and postsecondary students,” says Karen Creditor, CEO of OCAS. “Given the capacity and expertise within our contact centre, delivering this kind of support is a natural fit for our organization.”
The Tier 1 project launched July 29th, and from the first phone call, OCAS resources have consistently provided advanced call resolution with a high level of customer satisfaction. All exchanges are logged through an online ticketing system, providing both OCAS and Mohawk with monitoring and reporting tools, as well as a seamless Tier 2 escalation process for more complex issues.
“We are very pleased with the service enhancements Mohawk has realized through the Tier 1 pilot, as we partner with OCAS to deliver a high quality of support,” says Wayne Poirier, Vice President, Student Services at Mohawk College. “Our top priority is our students; they are at the heart of all we do. This partnership has significantly improved their experience by reducing wait times during the busiest periods of the year.”
As this new service is simply an expansion of OCAS’ current customer support model, the same service level metric for phone support has been applied to Mohawk-specific calls, with 90 percent of calls answered by a live person within 30 seconds.
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