IPI helps higher education institutions improve their business outcomes by providing Contact Centre services and solutions that enhance student engagement and support. By streamlining communication channels and improving response times, universities and colleges can increase student satisfaction, retention, and ultimately, their bottom line.
How we can help you to optimise your Higher Education Contact Centre
With 60% of Gen Z expressing their aversion towards phone calls, the higher education industry faces an unprecedented demand to provide digital support channels that cater to the preferences of their students.
Staff retention and recruitment
Retaining high-performing staff, encouraging best practice behaviours, and combatting rising attrition is a constant challenge in Higher Education. Our cutting-edge Workforce Engagement (WEM) technology improves employee retention and recruitment, while our Blueprint consulting service helps Contact Centres understand and identify the right approach to achieving your required business outcomes.
Security and compliance
Security and compliance are essential considerations within Higher Education. Maintaining the security of current and potential students, whilst ensuring your organisation’s compliance, are vital aspects of our customer Contact Centre provision. Our solutions keep pace with changing regulations and can supplement the resources of your organisation’s existing personnel.
Ensuring students can communicate through channels that are most convenient for them
License flexibility
Our licensing options provide the flexibility needed for workforce fluctuations in Higher Education Contact Centres throughout the year. They are designed to accommodate additional traffic during postgraduate enrolment in January and undergraduate enrolment in July-August, while ensuring a maintained cost-effective approach for the rest of the year.
Scalability and reliability
The clearing period in Higher Education is an opportunity for many universities to make a strong first impression and establish effective communication with students. We provide reliable cloud platforms, with publicly published uptime and superior service level agreements (SLAs), ensuring exceptional customer contact during key timeframes.
Provide students with highly personalised support
Digital transformation
Today’s students expect a range of channels when contacting their Higher Education provider. A traditional voice-only approach is ill-equipped to meet expectations, or to handle investments in existing digital applications. We have decades of experience advising and implementing best-in-class cloud-based omnichannel solutions to deliver exceptional customer contact.
We are a UCISA Corporate Member!
Visit our UCISA Supplier Showcase to discover how we partner with institutions to support and enable operations throughout the year and especially during peak seasons such as Clearing.
Contact us to find out more
Latest updates
News
Royal Holloway, University of London selects IPI’s ElasticCX Service Recovery for contact centre support during the Clearing and Confirmation period.
Blog
The golden quarter is where technology deployments can be most effective in streamlining customer journeys at a time of peak demand.
Upcoming Event
4th February, 2025
Designed to help you sharpen your focus on the latest trends, technologies, and challenges reshaping the Contact Centre industry. Through a wide-angle lens, we’ll explore how AI and cutting-edge innovations are reframing customer interactions, empowering your Contact Centre to capture success from every angle.
