Role of cloud telephony in the education industry

Educators across India recognize the value cloud telephony adds to their industry. Education transforms young minds into the capable leaders of tomorrow. This transformation is facilitated by cloud telephony because it makes the interaction between institutes and students smoother. To understand how this happens, first, the challenges faced by institutes of learning must be examined.

Challenges faced by education institutes

Educational institutes have hundreds, thousands, and in many cases, tens of thousands of students. When even a fraction of the student body calls to inquire about the results of an exam or admission to the institute; phone calls deluge staff members.

A handful of staff members cannot answer such a large number of requests. In many instances, institutes have to assign additional resources to answer calls by students and parents.

However, they still face the challenge imposed by traditional phone systems, namely in spite of allocating sufficient human resources to answer calls, the PBX and EPBAX system is overwhelmed, and hundreds of essential calls are missed.

The solution

In the past students and parents had no choice but to call repeatedly and hope they could connect with a staff member. They also had to hope the staff member didn't confuse them with someone else and give them incorrect information. All this has changed since the introduction of cloud telephony.

A cloud telephony system can answer thousands of queries simultaneously. Its IVR feature can be embedded with easy to understand menu options that guide callers such that they promptly receive all the information they need.

To learn everything, all a caller does is listen to the IVRs options and when prompted, enter a students' ID or roll number.

Once such information is input into an IVR, it immediately shares the information requested from it.

Cloud telephony has an even more extensive range of applications. Callers can learn when events, including exams, are scheduled using the system. Details about any important upcoming event can be embedded into a cloud telephony systems' IVR.

For education institutes, this means a better allocation of resources. Institutes, schools, colleges, and universities don't need to use addition human resources when they expect to be overwhelmed by callers; their IVR system is up to the task of answering all incoming queries.

The advantages of cloud telephony don't end here.

Connect seamlessly with inquiries

Virtually every institute of learning has a website where it reveals important information. Should a visitor to the site need additional information not found on the website, he or she can quickly speak with the institute using cloud telephony's built-in feature.

A widget embedded into the site makes it possible for a visitor to talk with someone qualified to answer their queries.

The visitor need only click on a "Click to Call" button following which they complete an online form where they enter necessary details including their phone number.

Upon completing the form, the cloud telephony system connects the site visitor with an agent. Once connected, the visitor can have their queries answered. The call telephony system connects visitors and agents by first calling an agent, then the visitor, and subsequently bridges both calls.

What makes cloud telephony such innovative technology is even institutes that don't have a website can route inquirers to agents.

By advertising a number which people who want to learn more can call, institutes can ensure every prospect is entertained. When the interested party gives a missed call to the number, they are promptly connected to an agent.

The agent then answers all their queries. An institute needs to advertise only a single number which any number of people can call simultaneously.

Sending relevant SMSs is a breeze

Many schools, colleges, and institutes need to communicate regularly with parents of enrolled students and students themselves. When parents receive regular SMSs with information about their children's performance, important upcoming events, test results, and fees due, the interaction between schools and households becomes smoother.

There is greater trust between all parties. Parents who receive such regular updates are apt to recommend their child's school to friends.

Call for a free personalized experience

Another advantage of cloud telephony is it creates a toll-free number people are more likely to call. Students and parents are happy to learn more about an institute when they know they are not being charged for a call.

Finally, parents love schools that have small class sizes because they believe children are given greater personal attention in them.

Cloud telephony lets schools carry forward such personal care beyond the classroom by integrating itself with the institutes CRM system.

Hence when a student calls a school to learn about a course, the call is routed to an agent who has the student's academic and personal information. With such information before him, the agent can serve the caller quickly and effectively.

Cloud telephony is a valuable technology in any hands; in the hands of educators, it becomes priceless.

Educators that use cloud telephony can not only outshine competitors but also deliver a remarkable quality of service. Also, by using cloud telephony, they can attract more students and allow the dispersal of a positive word of mouth about their institute.