How does the Crous manage the peaks of calls from its students?

1 July 2021

Schools & Universities – how can a Callbot handle recurring student questions?

The project was launched in 2019 with the objective of helping the teams at the Crous (the French Center for Student Affairs) to better manage their phone line, which receives calls from the area of Paris, Versailles and Créteil from 9am to 5pm. Furthermore, the phone line of the Crous in Paris is extremely seasonal, with very high volumes of calls in September and October, when they receive an average of 10,000 calls per day. The months of May and June are also a busy period in terms of incoming calls related to housing placements. This is why the Crous was looking for a solution that would allow it to manage these call peaks.

The implementation of the Callbot in partnership with Zaion has allowed the Crous to propose a hybrid bot-human approach: simple, repetitive, and high-volume calls are handled directly by the Callbot, and calls requiring a certain level of expertise or the need to examine the student record are routed to an agent on the phone line. The Callbot picks up all incoming calls and assesses the nature of the call. It manages about 35% of the calls received per month in total autonomy, and the communication time between the Callbot and the caller is about 1 minute and a half.

For the entire year of 2020, the Callbot received approximately 843,000 calls on 4 main subjects, specifically:

  • financing
  • administration fees
  • housing
  • welfare

The Callbot is able to answer more than 450 questions on these different subjects.

In addition, a powerful integration with the existing contact center solution allows for real-time inquiry of agent availability on the phone line. The waiting time is reduced to a minimum and students get a quick response.

A Chatbot is also being deployed on the Crous website and will rely on the same database as the Callbot.