Educational Institution Becomes More Responsive to Student Needs

The Company
Public, post secondary educational institution providing training and certificate programs in areas of criminal and social justice and public safety. Established in 1978 it started with 2,000 students. Today they teach over 30,000 professionals to keep communities and people safe.

The Challenge
This educational institution was created provide education and training to police, fire, ambulance, courts, corrections and many other divisions of society. Initially providing core services such as registration and course information, they realized that there was room for efficiencies and new opportunities by creating a Contact Centre to support the needs of their students as well as their internal divisions.

The Solution
Mecanix developed the design and implementation plan for the new Contact Centre which identified:
   • the customers it would serve
   • the products and services they would offer (the processes they would support)
   • what quality and performance metrics they would use to measure success
   • contact methods
   • support tools and technologies


The Benefits
By creating a single point of contact for customers, the educational institution improved quality standards for service delivery. In addition to keeping their students happy, they reduced training time for contact centre employees using online tools that provide quick access to knowledge about courses and the facility. They also lowered the cost of service delivery for repetitive tasks by centralizing and standardizing information and offering more convenient ways for people to contact the institution.