7 Key Insights on ROI in Higher Education Contact Centers

By Preston Martin, Contact Center Solutions Expert at Landis Technologies

Table of Contents

• Operational Efficiency and Cost Effectiveness
• Enhancing Student and Stakeholder Satisfaction
• Monitoring and Reporting for Strategic Decisions
• Flexibility and Scalability
• Qualitative Feedback and Partnership
• Typical ROI Metrics in Educational Institutions
• Conclusion

Higher education institutions are increasingly adopting advanced contact center solutions to streamline communication and improve efficiency. A critical component of this evolution is understanding and measuring the return on investment (ROI) from these systems, especially with the growing use of Microsoft Teams, which offers institutions an integrated, cost-effective platform to manage their communication needs. By examining the experiences of two universities which utilize Landis contact center software, we gain a clearer understanding of how the Landis Contact Center for Microsoft Teams is driving operational improvements and delivering measurable ROI. 

1. Operational Efficiency and Cost-Effectiveness 

Operational efficiency and cost-effectiveness are paramount concerns for educational institutions, which often face budget constraints while striving to deliver high-quality service. At one mid-sized university, the decision to implement Landis’ contact center solution was driven largely by its cost effectiveness and seamless integration with Microsoft Teams. This integration allowed the college to streamline its communication infrastructure, reducing administrative overhead and improving backend processes. 

The Director of Technology highlighted how Microsoft Teams’ native integration with Landis enabled the institution to manage communication more effectively. The ease of use, coupled with the system’s low cost of ownership, allowed the college to reduce unnecessary complexity and focus on providing better service to students and staff. Furthermore, Microsoft Teams’ flexible licensing made the platform an even more cost-effective solution, giving them access to powerful tools at a lower price point than traditional telephony systems. 

Marshall University experienced similar benefits. According to the IT Infrastructure Engineer at Marshall, the university was able to deploy the Landis solution with minimal disruption, thanks to its deep integration with Microsoft Teams. The rapid deployment allowed the institution to transition smoothly during a period of significant change, enabling them to maintain service quality without the downtime or delays often associated with system migrations. This operational efficiency reduced the total ownership cost and enabled the university to maintain high service levels during peak periods. 

2. Enhancing Student and Stakeholder Satisfaction 

Maintaining high levels of student and stakeholder satisfaction is a top priority for any educational institution. Effective communication plays a critical role in this, especially as many universities have transitioned to virtual interactions. One university found that by leveraging Microsoft Teams with the Landis contact center solution, they were able to handle calls more efficiently, reducing wait times and improving the overall user experience. 

One manager of the customer contact team noted that the system’s user-friendly interface, powered by Microsoft Teams, significantly improved service levels. The ability to quickly and efficiently manage calls, even during the height of the pandemic when many services shifted to virtual delivery, ensured that students and staff received the support they needed without long delays or communication breakdowns. 

Marshall University also saw improvements in service quality. An associate Director of Customer Service shared that the Landis system, fully integrated with Microsoft Teams, helped the university overcome previous issues with dropped calls and inconsistent service. The system’s reliability, combined with its ease of use, directly contributed to higher levels of satisfaction among students and staff, reinforcing the ROI of the investment. By ensuring that calls were handled more efficiently and reliably, both institutions improved their overall service quality, which is a key driver of positive student and stakeholder experiences. 

3. Monitoring and Reporting for Strategic Decisions

In addition to operational efficiency and satisfaction metrics, advanced monitoring and reporting capabilities are crucial for institutions looking to make data-driven decisions about their contact centers. With Landis’ solution fully integrated into Microsoft Teams, both universities were able to access comprehensive reporting features that provided real-time insights into call handling performance and overall system usage. 

For some, the ability to track call handling efficiency, service levels, and response times proved invaluable. By using Microsoft Teams’ reporting tools, the institution could monitor agent performance and adjust staffing levels during peak periods, such as enrollment seasons, without overburdening staff or sacrificing service quality. This level of insight allowed the institution to optimize resource allocation, leading to greater efficiency and cost savings. 

At Marshall University, the reporting tools offered by the Landis system and Teams integration were particularly beneficial for managing high call volumes in departments such as Financial Aid. The university was able to track peak call times, analyze agent performance, and make strategic adjustments to ensure that service levels remained high during periods of increased demand. This ability to monitor and adjust in real-time not only improved operational efficiency but also contributed to lowering the overall cost per contact, a critical metric for assessing ROI. 

4. Flexibility and Scalability 

The ability to scale contact center operations in response to changing needs is essential for educational institutions, particularly those with fluctuating demands throughout the academic year. Universities have frequently found the flexibility of the Landis solution, powered by Microsoft Teams, to be a significant advantage in maintaining long-term ROI. 

One highlighted the system’s potential for future enhancements as a key factor in their decision to adopt the Landis solution. By integrating with Microsoft Teams, the college was able to tap into a platform that could easily scale to meet evolving communication needs. The potential for future integration of AI tools, additional language support, and other advanced features means that the college can continue to adapt without requiring major new investments in infrastructure. 

Marshall University echoed these sentiments, with staff noting that the ability to scale the system during peak academic periods was critical. The integration with Microsoft Teams allowed the university to handle varying call volumes and demands efficiently, ensuring that service levels remained high even during the busiest times of the year. This scalability ensures that the university can continue to provide high-quality service without the need for costly upgrades or additional investments, making their contact center solution a sustainable investment with a clear, long-term ROI. 

5. Qualitative Feedback and Partnership 

While quantitative metrics such as call volume and handling time are essential for measuring ROI, qualitative feedback from staff and students provides valuable insights into the broader impact of contact center solutions. Both universities emphasized the importance of their partnership with Landis, noting that the support and responsiveness from the provider were key factors in the success of their implementation. 

The strong partnership with Landis has been critical in overcoming initial challenges and ensuring a smooth implementation. The provider’s responsiveness and willingness to work closely with the college helped foster a collaborative relationship that continues to drive improvements in communication and service delivery. 

Marshall University also highlighted the value of the ongoing partnership with Landis. A key decision-maker at the university stated that choosing Landis and Microsoft Teams for their contact center solution was one of the best decisions they made. The partnership has not only delivered immediate benefits in terms of operational efficiency and service quality but also ensured long-term support and enhancements as the institution’s needs evolve. 

Typical Call Center ROI Metrics in Educational Institutions

Educational institutions use a combination of quantitative and qualitative metrics to assess the ROI of contact centers. These metrics provide a comprehensive view of how well the system is performing and its financial impact: 

Operational Efficiency Metrics 

• Call Volume and Handling Time: Institutions track the number of calls handled and the average handling time (AHT). A reduction in AHT can indicate improved operational efficiency, while handling more calls with the same resources often translates to cost savings. 
• First Call Resolution (FCR): A higher FCR rate indicates that issues are being resolved on the first contact, reducing the need for follow-ups and increasing student satisfaction. 
• Agent Utilization: Optimizing agent time spent on calls versus idle time helps institutions improve productivity and manage resources more efficiently. 

Student and Stakeholder Satisfaction 

• Customer Satisfaction (CSAT): After interactions with the contact center, students and stakeholders are often surveyed to gauge their satisfaction levels. High CSAT scores typically reflect effective and efficient service. 
• Student Engagement: Tracking how frequently students interact with the contact center provides insights into how well the service meets their needs. 

Cost Metrics 

• Cost per Contact: This metric measures the cost of each interaction, including labor and overhead. By reducing the cost per contact, institutions can demonstrate greater operational efficiency. 
• Total Cost of Ownership (TCO): Institutions often calculate the TCO of their contact center solution, including implementation, maintenance, and operational costs. 

Service Level and Compliance Metrics

• Service Level Agreements (SLAs): Institutions often set SLAs for their contact centers, defining expected performance benchmarks such as answering a specific percentage of calls within a set time frame. 

Flexibility and Long-Term ROI 

• Scalability: The ability to scale contact center operations to meet peak demand without additional investment is a key driver of long-term ROI. 
• Technology Adoption: Tracking the adoption of advanced features such as AI-driven tools or self-service portals helps institutions assess how well they are leveraging their contact center technology. 

Building a Pathway for Success in Call Center Operations

Measuring the ROI of contact center solutions in higher education requires a blend of operational, cost, and qualitative insights. From improving efficiency and enhancing student satisfaction to leveraging robust reporting tools for strategic decision-making, institutions are seeing clear benefits from their investments in Contact Center for Microsoft Teams solutions. The combination of flexibility, scalability, and the strong partnership with providers like Landis ensures that these institutions are well-equipped to meet future communication challenges while achieving long-term, sustainable ROI. As more educational institutions adopt similar solutions, the benefits of Microsoft Teams’ affordable, education-specific licensing will continue to play a crucial role in driving down costs and maximizing the value of their contact center investments. Get Landis Contact Center Pricing.