City, University of London is a large leading UK University.

City University of London.

About City University of London

City, University of London is a leading UK university, dedicated to transforming the lives of students, creating new knowledge, supporting business and the professions, and contributing to the global good of society.

They currently have over 18,000 students and, as part of their 2020 plan, aim to improve the quality of the student experience and achieve growth in student numbers.

The Challenge

City, University of London approached CallCare to assist them in creating a simulation of managing calls during the UCAS clearing process. In order to complete this simulation, City, University of London required approximately 1000 calls to be made into their switchboard across a 2½ hour period.

However, unlike many switchboard simulations which simply use computers to simulate the volume of calls, City, University of London required actual people to make the calls and simulate a potential student enquiring as to studying with the university.

In addition to this, City, University of London also required their eventual provider to help and advise
their own in-house telecoms team as to how to most effectively manage such a large volume of
inbound calls in a short space of time.

The Outcome

As a result of the simulation we created for City, University of London, the university’s telecoms department is now better prepared for clearing day, and to ensure the best user experience for the students applying with them.

In addition to this, we were able to provide City, University of London with detailed feedback about the performance of individual operators, and we gave them the opportunity to test disaster recovery protocols to ensure they would be effective if required on clearing day.

By utilising real people to make the calls rather than simply testing the switchboard performance via an automated solution, we were able to create a valuable test of the user journey as well as the performance of the switchboard itself.

City, University of London were very happy with the simulation and the additional feedback provided by CallCare. Thanks to the service we provided they were fully prepared for clearing.

Dominic Davis

“CALLCARE were committed, organised and communicative, from the outset of the project.

The service they provided in advance and during our simulation exercise was the single most important reason why we could approach Clearing (a business critical time) with the confidence we need that our systems, processes and people were fit for purpose.

I would wholeheartedly recommend other institutions using their services.”

Dominic Davis – Head of Admissions

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