The Mission of the Support Center is to provide quality support to students, 教职员工, and the general public by answering questions and delivering accurate information regarding enrollment, 登记, 以及其他校园服务和资源.
The Support Center resides under the Student Services branch of the college overseen by the Vice President of Student Services and a Dean of Student Services. 我们的单位接受学生服务处主任的指导. The Support Center was established to provide personalized assistance to students and to enhance the customer service experience by increasing first call resolution at the college. By answering a number of commonly asked questions we provide assistance and free up resources at the department level.
The Support Center provides information to new students about the 入学考试的过程, 金融援助, 重要的日期和截止日期, ID检索, MyBC登录帮助, 学生电子邮件协助, 通用导航, 用校车接送学生信息, 费用信息, 收银和登记服务, 故障排除问题, 协助联系学院部门和人员.
支持中心包括:
� 1名全职支持中心代表
� 1名全职双语支持中心代表
� 五(5)名支持中心代表
长期兼职24小时雇员(2名空缺)
� 一(1)兼职资助西班牙语学习
学生权益中心代表
� 1名全职学生服务主管
在高峰期，我们每天的通话量可超过500个. A monitoring software would allow the Support center to be more effectively manage resources, 根据学生需求高峰调整人员配置, 尽量减少呼叫等待时间.
Sesonal工人
The Support Center was included in the 2016 Admissions and Records Program review. The 项目评审 validation team recommended the 呼叫中心 obtain a system for tracking calls, 监控通话量并提供数据分析结果. The 呼叫中心s ability to implement this recommendation is solely dependent upon securing funding through the augmentation requests. 此请求是呼叫中心增强请求中的第三项.
策略一:高质量的信息和对学生的访问
支持中心通常是学生的第一个接触点. It is our goal to get students timely answers in the most efficient manner possible.
The last few years we established a Student Services Website accessable on the main web page "get help here" It would be helpful for students to have an entry point like the "ASK ME" symbol place throughout our website.
策略二-顾客服务及可持续发展
以可持续的方式为学生提供最好的服务, I wish to mantain the most knowledgeable Support Cneter staffing level possible.
This requires us to stay knowledgeable of all areas of the college in order to 准确地 share the Steps to Enroll, our programs and services as well as all the resources that students and staff can use to select and complete their goals.
The Support Center has experienced a significant amount of staff turnover in the last year. Well trained staff are critical for answering student questions thoroughly, 准确地, 有效地. 在呼叫高峰时段尤其如此.
策略3 -利用技术获取信息
Continued improvement of online services and navigation for students to self-serve. Main areas that students continue to have difficulty finding and understanding are:
Continually adding new functionality and services online through ongoing utilizing of newer technologies impowers students, 减少挫败感, 提高学业成绩，减少电话.
This last year we implemented a Student Services FAQ page to help students navigate to services that continue to be difficult to find on our website.
We also provided an online help email service that continues to grow as students find this an alternative self serve option useful and timely.
策略四:持续支持西班牙语使用者
We currently have (1) full-time Spanish speaker to assist with our Latino population. 学生权益基金和我们被授予(1)兼职工人.
This support has allowed us to request and acquire a queuing system which now allows students to be assisted with a live operator each and every call. We brought this on board and we have tripled the amount of Spanish speakers we are able to assist. 这个额外的职位是由学生权益基金资助的. We will continue to apply for Student Equity funding to provide two Spanish speakers to give the coverage needed to effectively serve this growing population. This is especially needed now that the Butte College Promise Scholarship Program is available to this population of Dreamers and AB540's. It is also my understanding that we are close to being a Hispanic Serving Institution which gives us more funding.
Having Spanish speaking staff for set hours allow us to advertise a live operator to be available for students to get personalized assistance. We have found this population is hesitant to leave messages or ask questions without an actual operator to assist them. Having (2) operators online for the hours we are open or set hours of Spanish speakers is important to provide equal services to this population.
With additional staff we would also be able to reach out to current Latino students and assist them with online services. Getting these students online where most of our services are we hope will assist with their success.
支持中心已使用SSSP, non-credit SSSP and Student Equity funds on an as-needed basis and will continue to do so as needs arise.
| 最初的优先级 | 程序，单位，区域 | 资源类型 | 帐号 | 目标代码 | 一次增广 | 持续的增加 |
| 描述 | 支持的理由 | 潜在的替代资金来源 | 优先级标准 | |||
| 1 | SSSP，学生服务支持中心 | 人员 | 11-000-700-1-649005 | 52390 | $7,000.00 | $7,000.00 |
| 季节工空缺、注册及入职期间的预算 | The Support Center with 2 FT and 5 PT staff answer up to 600 calls a day during peak periods. 支持中心已成为“支持中心”, 帮助学生解决问题, 入学考试的过程, 还有很多其他的问题需要更多的时间, The budget reflects offering additional hours to PT employees during peak periods to support the callers in a timely manner. |
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| 2 | SSSP，学生服务支持中心 | 营业费用 | 11-000-700-1-649005 | 56411 | $3,500.00 | $3,500.00 |
| 耳机、设备和基本用品的预算 | Operators often go through a headset each year with the volume of calls we receive. 另外, 纸, 信封, 打印机墨盒, 名片, 外展活动需要活页夹和其他用品, 培训和日常操作. |
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