Selective Outsourcing

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Troy University
Distance Learning Programs
eCampus
Without Limitations
Quality Education...
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The Pressure is on...
21st Century Society
Competitive, Global Education Marketplace
Training Demands from Corporate America
Demand for class flexibility
(not constrained by time place)
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The 21st Century Student
32 million potential students
WWW
Laser Tag
Digital TV
Virtual Reality
Easy Access
Entertaining
Students are now Consumers!
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Troy University
eCampus
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DL Enrollments by Methodology
2002-2003
TV 4
Live Class on Tape 3
Interactive 3
Online 87
Learning Contracts 2
Telecourses 1
45,873 total DL Enrollments
Serving over 27,000 students world-wide.
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DL Enrollments by Methodology
81 Increase in DL Enrollments for 2002-2003
94
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10
-3
176
51
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Online Graduate Degree Programs
Students in all 50 States !
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Troy University
In 16 countries spanning 13 time zones !
Quality Education...
Without Limitations
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Why Outsource?
Our Challenges
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Our Challenges
Our Challenges

• Rapid growth in student body increases burden on
  administrative systems.

• Increased need for accessibility
• Increased need for technical support
• Increased Prospective student inquiries
• Increased load on administrative processes
  (Admissions, registrations, proctored exams,
  student records, Financial Aid, Accounting,
  etc)
• Different Time zones 24/7 support

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Our Challenges
Our Challenges

• Overwhelming communication volume impacts
  operations and competitiveness.

• Long wait times affect student satisfaction.
• Inaccessibility to staff decrease the number
  of potential students
• Ineffective or inefficient response to
  inquiries can hurt prospective student
  perceptions.
• Slow processing of paperwork increases
  student frustration.
• Frustrated, overworked staff suffer reduced
  productivity and increased potential for error.

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Our Challenges
Our Challenges

• Lack of 24/7 technical support impacts operations
  and competitiveness.

• Technology malfunctions increases student
  frustration
• Emails or asynchronous communications are
  not good student service when a student needs
  help accessing his or her course.
• Inaccessibility to timely technical support
  decreases student retention.
• Direct correlation between University
  support services, and of potential students
  - Word of mouth is still best marketing tool!

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What do Our Students
expect from us?
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Student Services

• Someone who cares about their problems and
  goals.
• Someone to talk with someone when they have
  a question or a problem.
• A quick answer or solution to their problems.
• Quick and immediate access to campuses and staff

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Student Services

• Automated quick Admissions process
• Easy and efficient Registration
• Quick access to Advisors and Tutors
• Efficient Book / course material delivery service

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Our Goal
For Troy University to set a new paradigm in DL
student-centered services
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Our Goal
Student-Centered Services
Services are automated, convenient, easy to use,
accessible Online, and a student can "talk" or
"Chat" with a real person 24 hours a day / 7 days
a week / 365 days a year.
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How Did We Choose our Partners?
1. Higher Education Expertise 2. DL Experience 3.
Global Experience 4. Pilot Projects
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Our Partners
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24/7 Student Support Call Center
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XACT CUSTOMER PROFILE
HIGHER EDUCATION
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Growth In Higher Education
By the year 2004, over 50 of XActs total
business will involve support services for higher
education.
Growth In Higher Education
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Virtual Call Center Components
Welcome Center
(by phone)
24x7x365
Help Desk Support for
Outreach to Applicants
Blackboard users
Interactive
Email
Support
Management
"text chat"
70 of Calls
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Evaluation and Reporting
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Evaluation and Reporting
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Courseware Management System Learning
Portal All-Services-Provided (ASP)
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Learning Portal
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Courseware Management System
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24/7/365 Technical Bb Support Knowledge Base
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24/7/365 Book Service
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Benefits of Outsourcing
- Better use of valuable staff time by filtering
incoming inquiries. - Students world-wide can
speak or chat with someone 24/7/365 -
Minimized hold time, busy signals, and
misdirected communication. - Reduced costly
administrative errors and re-work. - Enhanced
current student satisfaction. - Allowed Troy
University to recruit prospective students. -
Increased Enrollment. - Enhanced a positive
University image for Student-Centered Services.
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Troy University
Distance Learning Programs
eCampus
Without Limitations
Quality Education...