Our Very Own Call Center Heroes!
Throughout our new normal, there are so many of you on the front lines who are heroes on this journey of providing amazing service to our students and of course you, our faculty and staff. One of those heroes consists of a group of people who handle close to 200,000 calls a year, yes, 200K… and that was BEFORE COVID-19! See for yourselves! Kudos to Call Center Director, Dr. Linda Barthelus and her mighty team.
The College Call Center is the information hub for all NOVA campuses and centers. It serves as a point of contact for students, parents, staff, faculty and the community. In recognition of outstanding efficiency and effectiveness, the Call Center has been designated a Certified Center of Excellence by Purdue University’s Center for Customer-Driven Quality.
2018 Inbound Phone Calls (most recent data available)
Total Calls Received 176,997
Total Calls Handled 164,724
Total Calls Abandoned (not answered) 12,273 (8,444 less calls abandoned than prior year)
Call Abandoned Rate 7% Overall abandon rate decreased by 3.5%
Total Calls Transferred (to other depts.) 30,657
Call Transfer Rate 19%
Online Chat Inquiries 2018 (most recent data available)
Total Chat Inquiries Received 27,463 (excludes messages within each session)
Average Response Time 44 Seconds
