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.
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.