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College Uses Mediasite to Train On-Demand Call Center Agents

May 31, 2012

By Rich Steeves,
TMCnet Managing Editor

One of the trickiest aspects of having an on-demand call center, one where agents are often located far apart and working from a home environment, is assuring uniformity of training. With a traditional call center, managers can hold training seminars on premise and experienced agents can help newer hires learn the ropes. But recently, San Antonio College has developed a strategy for training its on-demand call center agents, and has applied that strategy to other initiatives as well.

The school, a Texas community college with over 26,000 students, has decided to leverage Mediasite to train its call center agents. The school can record webcasts on any topic, from training new agents to new instructors. These webcasts are then archived on Mediasite so employees can review them at any time, at their own pace, meaning that training can occur with less oversight from staff.

"With the downturn of the economy and a hiring freeze, the college had to figure out how to serve its booming enrollment. Mediasite allows us to create easy to follow training modules as well as provide employees with the option for retraining online," said Mona Aldana-Ramirez, director of retention support services at the school, in a press release. "The college is able to save precious resources by creating one training session and making it available on-demand for review at any time. That time and money saved can be spent on the most important aspect of the school -- the students."

Previously, students would call the college with questions and face recorded messages and long wait times. Now the school has created a new on-demand call center staffed by agents trained through these online webcasts. These agents can answer frequently asked questions and route student alls to the proper department.

Edited by Amanda Ciccatelli