As the annual college and university clearing process approaches in the UK, institutions must prepare for the inevitable surge of student enquiries. However, managing the influx of queries and ensuring a seamless experience can be challenging.

That’s where Saascoms Omnireach solution comes into play. This hassle-free and cost-effective cloud-based solution offers a reliable way for colleges and universities to handle the clearing process efficiently, benefiting students and staff.

The Clearing Process: A Stressful Time for All

Every year, after the release of A-level results, thousands of students in the UK participate in the further education clearing process. Clearing provides an opportunity for students who haven’t secured a place at their chosen university to find suitable courses at other institutions. However, the clearing process can be incredibly stressful for students and universities, particularly due to the high volume of enquiries. In 2022, UCAS reported a 38% increase from the previous year, with over 33,280 students securing a place through clearing.

The Strain on University Contact Centres

During clearing, 87% of UK universities reported experiencing call spikes, placing significant strain on their contact centres. Long wait times, dropped calls, and frustrated students are common issues. To effectively manage the high volume of enquiries, universities require a robust clearing system. This is where Saascoms Omnireach product proves invaluable, enabling efficient management of sudden surges while providing relief to overloaded phone lines.

The Rise of Digital Channels

Digital channels have become increasingly popular among students during clearing to alleviate the pressure on contact centres. Web chat and social media platforms have seen substantial growth. In 2021, UCAS reported a 45% increase in students using web chat to contact universities during clearing compared to the previous year. Enquiries received through social media also rose by 62%. These channels allow students to receive real-time answers to questions without enduring long hold times.

Integration of Web Chat and Social Media

Integrating web chat into a university’s clearing platform creates a seamless and user-friendly student experience. It simplifies the clearing interaction, ensuring a hassle-free process. Additionally, universities can utilise social media platforms to provide timely updates, answer questions, and direct students to other channels such as web chat or email. Social media is an excellent tool for engaging students and building lasting relationships.

Saascoms Omnireach Product: Managing Enquiries Efficiently

Saascoms Omnireach product enables universities to manage enquiries across multiple communication channels, including voice, video, email, chat, messaging, and social media. This comprehensive platform combines all channels into a single agent interface, streamlining the clearing process. Additionally, the product offers unlimited scalability, top-level security, and resilience. Universities can benefit from a 99.999% uptime guarantee.

Leveraging Key Performance Indicators (KPIs)

Universities can make informed decisions about staffing levels and resource allocation during clearing by tracking key performance indicators (KPIs) such as call volumes, wait times, and first-call resolution rates. Real-time tracking allows for immediate adjustments and improvements to the clearing process. This data-driven approach ensures efficient management of enquiries and enhances the overall student experience.

Flexible and Cost-Effective Licensing

Saascoms Omnireach product operates on a unique modular, pay-for-what-you-use approach, allowing universities to pay only for what they need, precisely when needed. This flexibility empowers institutions to manage costs effectively during the clearing process.