Kenneth Soo
Deputy Director
Website
https://www.sutd.edu.sg/
Industry
Education
Company size
Over 50 employees
Founded in
2009
Location
Singapore
Meet SUTD
Singapore University of Technology and Design (SUTD) is the fourth autonomous university in Singapore.
They have been in collaboration with Massachusetts Institute of Technology (MIT) since 2010, developing undergraduate curriculum suited to the local context. SUTD is also in partnership with one of China’s oldest and most prestigious institutions, ZheJiang University (ZJU), providing cross-cultural interactions and research collaborations.
The Challenge:
During the peak application period, SUTD receives a large volume of phone calls from prospective applicants. This has led to many missed calls, especially when the admissions team is busy or unavailable, resulting in service standards being compromised.
In addition, scheduling and rescheduling of calls were manual and time-consuming.
The Solution:
Kenneth and his team uses Novocall’s click-to-call solution to quickly engage with prospective students and easily handle the high influx of calls.
Successful interactions with scheduled call
With Novocall’s click-to-call solution, the admissions team can automatically direct calls to available reps using our lead routing feature.
Reps are also able to set their working hours, so applicants could schedule calls based on mutual availability. This resulted in lesser missed calls because all calls were effectively connected to applicants at their chosen time.
"Novocall allows us to minimize drop-off rates and that’s important to us because every call counts."
An improvement in user experience
Missed or dropped calls are now a thing of the past for Kenneth and his team at the SUTD admissions office. With Novocall, they were able to eliminate manual call scheduling and gave their applicants a better customer experience.
Wrapping up
The ease of setup and the exponential increase in inbound calls were things that got Jerrick excited about Novocall.
"At the end of the day, if we don’t get any complaints and everyone is happy that they can reach us, I think that Novocall has proven its effectiveness."
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