1. The Introduction of a Virtual Online Assistant (Live Chat)
Elaine Snoddy
The Introduction of a Virtual Online Assistant (Live Chat)

2. Aim, Scope & Objectives Aim
To improve response times to customers by introducing a virtual online assistant to, not replace traditional methods of communication, but enhance them
Scope
Establish the need for a further method of communication
Identify benefits and feasibility of introducing online technology to the existing methods of communication.
Objectives
Identify benefits in terms of reduction of additional staff needed at peak enrolment periods
Widen lines of communication for customers
Reduce call waiting times and increase telephone response times

3. Need for a Virtual Online Assistant
Each year Customer Services employs an average of an additional 10 staff at peak enrolment times
Telephone response rates often fall below the expected target of 85%
A Virtual Online Assistant will move SERC towards the 20:20 Vision
Enhanced service will be offered, utilizing the skill set of the College’s own MILT Department

4. GIS Map (showing all students attending SERC 13/14)
These figures have been taken from their home post codes. We have to assume that these students have at one stage made contact with the College and you can see that some of them have come from as far away as Co Tyrone and Co Londonderry.

5. GIS
Bangor has the highest number of students at 4102, closely followed by Lisburn at In total it must be assumed that all 14,653 students will have made contact with the college at some point, whether it be through face to face enquiry, telephone or .

6. Research Three areas were looked at: Telephone response rates
s received into address
Questionnaire sent out to existing full time students

7. Telephone Response Rates per Academic Year
% Answered
64.60% 09/10
65.20% 10/11
85.70% 11/12
86.90% 12/13
76.60% 13/14
Reduction in calls could be due to introduction of address

8. Emails Received into info@serc.ac.uk
With the exception of December 2013, the average number of s received each month is roughly The figure for the month of December is considerable lower as the College was closed for a two week period.

9. Emails Explained 5 min per email 1570 min per month
26 hours of Band 3 Customer Services staff (£9.05 x 26 hours = £235.30)

10. Questionnaire to FT Students 13/14
When asked if they would use an online virtual assistant, 38.75% of current Full Time students said that they would be likely to use it, while 30% said they would be very likely to use it.
Of the 83 responses returned only 27.16% of Full Time students said that they had used the address to contact SERC
62.65% had contacted us via telephone
It must be noted however that of the sample of 83 responses returned, only 27.16% of Full Time students said that they had used the address to contact SERC, while 62.65% had contacted us via telephone. This would show a lack of awareness of the address and could explain why our telephone enquiries are so great in number.

11. Option 1
Do Nothing This is clearly not an option as there are no associated benefits with it. If SERC chose to do nothing, the status quo would remain and the potential for customer dissatisfaction would be high. SERC would also have to continue to employ high numbers of temporary staff at peak enrolment periods to meet demand.

12. Employ More Staff [at peak enrolment periods]
Option 2
Employ More Staff [at peak enrolment periods]
10 Band 1 (£6.53 per hour)
10 Staff working for 36 hours per week for a period of 6 weeks
Time of SCSO Admissions to train new staff would be 7.5 hours x £16.14 per hour = £121.05
Total cost for peak enrolment period:
£6.53 x 36 hours = £235.08
£ x 6 weeks = £1,410.48
£ x 10 staff = £14,104.80
£ £14, = £14,225.85

13. Develop & Introduce the Virtual Online Assistant
Option 3
Develop & Introduce the Virtual Online Assistant
30 Band 6 to develop the technical specification (including research of commercial solutions). 30 hours x £16.14 per hour = £484.20
20 Band 5 to build and test software. 20 days (7.5 hours x 20 days = 150 hours)
150 £14.13 per hour = £2,119.50
Total cost £ £ = £2,603.70

14. Templates to Consider

15. Any Questions?