As the annual university clearing process approaches in the UK, it’s time for institutions to gear up for the inevitable surge of student enquiries. But how can universities avoid overloaded phone lines and frustrated students? That’s where Cirrus’ cloud-based solution comes in, offering a hassle-free and cost-effective way for universities to handle the rush of queries during clearing. With Cirrus, both students and staff can breathe a sigh of relief and enjoy a seamless experience.
Every year, after the release of A-level results, thousands of students in the UK take part in the university clearing process. Clearing allows students who have not secured a place at their chosen university to find a suitable course at another institution. However, the clearing process can be a stressful time for both students and universities, with a high volume of enquiries being made to universities. In 2022, over 33,280 students secured a place through clearing, a 38% increase from the previous year according to UCAS.
During clearing, 87% of UK universities reported experiencing call spikes, which can put a significant strain on university contact centres, leading to long wait times, dropped calls, and frustrated students. It highlights the importance of having a robust clearing system in place to manage the high volume of enquiries from students. Contact centre solutions, such as Cirrus’ cloud-based solution, can help universities to manage the sudden surge efficiently, and digital channels can help to relieve call spikes during high demand.
Digital channels, such as web chat and social media, have become increasingly popular among students during clearing. In 2021, UCAS reported that the number of students using web chat to contact universities during clearing increased by 45% compared to the previous year. Similarly, the number of enquiries received through social media increased by 62%. These channels allow students to ask questions and receive answers in real-time, without having to wait on hold.
Web chat can be integrated into a university’s clearing platform, making for an easy, seamless clearing interaction for students. Universities can use social media to provide updates, answer questions, and direct students to other channels such as web chat or email. Social media is also a great way for universities to engage with students and build relationships with them.
Cirrus’ innovative cloud-based solution can help universities to manage enquiries from across multiple communications channels, including voice, video, email, chat, messaging, and social media, into a single agent interface. The solution also offers unlimited scalability for customers of all sizes, top-level security, and resilience, including a 99.999% uptime guarantee and a 60-second Recovery Time Objective (RTO) promise.
Universities can track key performance indicators (KPIs) such as call volumes, wait times, and first call resolution rates to make informed decisions about staffing levels and resource allocation during clearing. By tracking KPIs, universities can identify areas for improvement and make changes to the clearing process in real-time or for future years.
With Cirrus’ unique modular, pay-per-day approach, universities only pay for what they need, when they need it, allowing them to manage costs effectively. In 2021, Cirrus’ pay-per-day offer helped universities to save up to 75% on licence costs during clearing, compared to traditional licensing models.
Cirrus’ cloud-based solution has proven to be effective in managing the clearing process for universities, including the Universities of Cumbria, Manchester, East London, Sussex, West of England, and Westminster.
Contact us today to find out how we can support your university clearing with:
- Reliable and security: 100% uptime, verified security and PCI compliant
- Omnichannel modular approach: Single view, WhatsApp, webchat, SMS, video and more
- Commercial Offering: Flexible Licencing and savings of 70% during clearing
- Powerful and intuitive: Proficient within 30 minutes and 1-click admin
- Service: Fully dedicated support with the industry-leading 15-minute SLA, live monitoring, and changes to the system.
Don’t let clearing become a source of stress for students and universities. Contact us to simplify the clearing process for your institution.