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Enhancing Educational Communication with Sentel CA3 Call and Communication Analytics
In the education sector, effective communication is crucial. Schools, Colleges and Universities rely on the prompt exchange of information, timely consultations and efficient coordination of activities. Sentel CA3 Call and Communication Analytics offers an advanced solution tailored to meet these critical needs, providing educational institutions with the tools to enhance student engagement and streamline operations.
Why Call and Communication Analytics Works for the Education Sector
Improved Student & Parent Performance
Effective communication with students and parents is essential for delivering high-quality educational services. Sentel CA3 ensures that all inquiries and calls are managed efficiently through detailed call traces and journey analyses. For example, a parent calling for information on their child's progress can be tracked from the initial inquiry to the final resolution, ensuring that the parent receives timely and accurate information. By analysing metrics such as call duration, response times and resolution rates, institutions can identify areas for improvement and ensure that communication is effective and supportive.
University Clearing
Case Study: Supporting University Clearing with CA3 Analytics
Clearing is make or break for student recruitment. One UK University wanted a single analytics platform that delivered unified reporting across all telephony systems, advanced Microsoft Teams insight, AI-driven trend detection, KPI aligned dashboards, automated reporting and clear visibility of missed calls, wait times and call outcomes.
The solution: CA3 Communications and Data Analytics
What CA3 delivered:
• Full visibility across Teams and fixed line telephony
• AI-driven insight into demand, trends and missed calls
• Custom dashboards aligned to KPIs
• Automated reporting (no spreadsheets, no guesswork)
• Data led staffing decisions during peak Clearing hours
The impact:
✔ Fewer missed and abandoned calls
✔ Faster response times for applicants
✔ Confident decision making during peak demand
✔ Lower cost than competing analytics platforms
The takeaway:
When call volumes spike, insight matters.
CA3 turns communications data into actionable intelligence—helping Universities and Colleges perform when it matters most.
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Rebilling to Departments and Remote Campuses
Educational institutions often need to prepare comms budgets and rebill communication costs to various departments and remote campuses. Sentel CA3 simplifies this process by providing detailed breakdowns of call usage for each department or campus. This ensures that billing is accurate and transparent, fostering trust and accountability. Sentel CA3 generates customised billing reports that can be tailored to the specific needs of each department or remote campus. These reports include comprehensive details on call duration, frequency and costs, making it easier for institutions to manage and allocate communication expenses accurately.
Optimised Answering Performance
In busy educational environments, missing a call can mean missing an important student or parent inquiry. Sentel CA3 allows administrators to monitor answering performance closely. By analysing call response times and identifying peak call periods, institutions can adjust staffing levels and ensure that every call is answered promptly. For instance, if data reveals that call volumes peak during enrolment periods, additional staff can be scheduled to handle the volumes, ensuring timely assistance.
Enhanced Student Experience
One of the goals in education is to provide a seamless and positive student experience. Sentel CA3 helps achieve this by ensuring efficient call handling and reducing wait times. The system's ability to analyse and optimise call flows ensures that students and parents are directed to the right departments quickly, minimising frustration and enhancing overall satisfaction. Educational institutions can use call analytics to forecast future communication needs and plan accordingly. This includes anticipating periods of high call volumes, such as new student intake or graduation times, and ensuring that adequate resources are in place to manage the demand.
Compliance and Security
The education sector is regulated, with requirements for data security and privacy. Sentel CA3 is designed to meet these standards, ensuring that all communication data is stored securely and that access is controlled. This compliance with regulatory requirements ensures that educational institutions can confidently manage communications without compromising on security.
Improved Financial Management
A university using Sentel CA3 was able to streamline its rebilling processes to multiple departments and remote campuses. By providing detailed and accurate billing reports, the university reduced discrepancies and disputes, leading to improved financial management and stronger relationships with its academic and administrative units.
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