Success Academy Charter Schools are free, public schools founded on the simple premise that every child deserves a high-quality, free public education. They currently operate nine schools in New York City and will open three additional schools in August of 2012. Their mission is to serve scholars by preparing them to succeed at a selective college and in life, as well as reform the public school system in ways that will help every child access a world-class education.
As the network of schools continues to expand and the number of applicants per year rises exponentially, call volume from prospective families increases drastically as well. It became apparent during the Fall of 2010 that Success Academy would need to utilize external resources to assist in fielding questions to provide prospective families with quality service.
“After researching various agencies, we chose Appletree based on cost, experience and excellent client service,” says Traci Freeman, Enrollment Manager for Success Academy Charter Schools.
About one year ago Appletree partnered with Success Academy and has been integral in helping manage calls from parents of prospective scholars during the application and enrollment seasons.
Appletree is often trusted to be the first point of contact for prospective families who have simple questions regarding the application process. Since Success Academy’s staff is no longer inundated with basic calls, they have been able to maximize their productivity by dedicating time to other projects and tasks. Appletree has also helped identify any technical difficulties with the application and enrollment website through fielding callers’ questions.
In addition to Appletree’s inbound call center services, Success Academy uses Appletree’s reporting system, Appletree Insights. They primarily use the reporting system to listen to recordings of call center experts’ responses to inquiries. This feature enables them to determine if they have provided the necessary scripting for the experts to adequately address questions. Appletree Insights is also helpful in tracking call center volume during various points of the recruitment and enrollment seasons and monitoring the actual number of monthly calls and minutes used versus projections.
Success Academy Charter Schools have made improvements based on Appletree’s inbound call center and detailed reporting services. Appletree’s services allow Success Academy to focus on serving their scholars the best education possible while Appletree Insights help quantify parent feedback and respond to parent concerns nimbly and efficiently.
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