Who you gonna call?
December 6, 2017
The student-workers in MSU Denver’s Call Center are working to answer hundreds if not thousands of questions … from their fellow students.
The center, which was launched in March 2017, serves as a resource for questions regarding financial aid, admissions and registration.
The student-employees receive extensive training in all subject areas as well as customer service.
“The goal was to create more uniform customer service for the school,” said Thad Spaulding, executive director of financial aid and scholarships. “It’s easy to control our initial interface through a unified call center. It’s also easy for financial aid questions to turn into a registration question and now we can handle a broad array of questions all in-house.”
Before, student questions were routed to separate call centers housed in different areas.
The call center also initiated a process for escalating questions to the appropriate full-time staff when student inquiries can’t be handled by call center staff. During fall semester, the center was staffed by 33 student-employees, a director and two call center coordinators.
From March to August, the center handled more than 60,000 calls.
“I think it’s going to enhance our immediate support for students,” Spaulding said. “The better we can be, the more students will be able to handle issues quickly and focus on their education — that’s the overriding goal.”
The call center is open from 8 a.m. to 5 p.m. each day.
Here are the numbers that route to the center:
- 303-556-5740 main line
- 303-556-3058 Admissions
- 303-556-8593 Financial Aid
- 303-556-3991 Registrar