Our teams of Technical Support engineers assist students and faculty with queries and usage of various Learning Management Systems and other web interfaces. Our team has excellent knowledge of several LMS (Learning Management Systems) including eCollege, Blackboard, Angel etc.

Excellent technical support is a pre-requisite for online higher education. Our technical support team is professionally qualified, trained in learning technology products & provides user administration, user guidance, query resolution and trouble shooting 365 days a year.

The team consists of Level 1 analysts, who attend to inbound calls from students, staff and faculty and escalate unresolved issues to the next level. Our Level 2 experts address escalated issues.

Common issues handled are:

Student Issues:

• Problems while logging into the online classroom
• Browser compatibility issues
• Assignment Submission
• Account setup

Faculty Issues:

• Loading and searching assignments
• Class scheduling and re-scheduling

Accounts Receivables Management

Our offshore team collects Accounts Receivables, both current and aging dues. They also assist students with the financial aid process. This is a soft debt collection process, which seamlessly fits in with the rest of the retention services provided to the students. The relationship developed with the students because of other value-added services is leveraged to ease the collection process and enhance cash flow for the institution.

Our Collection Specialists are trained professionals with a deep understanding of the nuances of student debt collection with experience in collecting several million dollars of outstanding fees. Based on the rules and policies of the higher education institution on aging dues, certain student accounts are deemed "On hold". Our staffs interact with these students and explain the details of the receivables in a congenial and subtle manner.

We help students find their way through the labyrinth of the financial aid process and let the financial department know if there are complex issues involved.

All communication with students including phone calls and emails are logged meticulously to track the collection process. Statements reflecting financial transactions are sent to respective students. Our team is trained in the Fair Debt Collection Practices Act and the Family Education Right to Privacy Act

Payment dues are sorted by ticket value and A/R days in buckets A/R teams organized by skill and experience help in reducing bad debts and in managing the revenue cycle efficiently.

To many students, going to college is a whole new experience. To successfully journey through this experience, they need a roadmap and a guide. This is exactly what the ProRetention helpdesk provides. From the moment application is made, to the time the student becomes an alumnus the ProRetention helpdesk gives all the help that may be necessary. The role of QuScient Retention Services is to work alongside with your staff for the sole purpose of enhancing student retention and strengthening your brand equity. The QuScient Retention Service Desk (RSD) functions on the basis of a custom-built calendar of activities. Its primary goals are student comfort and speedy resolution of issues. Representatives of RSD proactively call and e-mail students even before their academic careers begin and keep in touch with them throughout their tenure at the university.

RSD begins its functions by welcoming students and providing them help on financial aid forms. It also offers tips for academic success. RSD maintains continual contact with students and builds a culture of encouragement for them to keep pace. With students' current communication and profile information easily accessible and maintained accurately, university representatives can visit them to know what's happening in their academic careers.

QuScient's higher education consulting team assist universities in either setting up in-house retention helpdesk or in operating a full-fledged, QuScient managed helpdesk

• Understanding your work culture
• Getting a 'buy in' from your team for this new retention initiative
• Establishing our team as an integral part of your team
• Setting Service Level Agreements

Identify Student's at Risk (retention support)

The period from Application to Class Start is a crucial period in a student's life cycle in the university. This is also the period when most students may just not be available to enroll. The RSD touch points are all custom-tailored to meet the needs of a particular college or university. These pro-active touch points by the Retention Desk during this period will help identify.

• Students who are confused and may be seeking other options
• They may have many doubts and issues about college enrollment procedure, and may need dedicated guidance
• They may have issues with the university's responsiveness and could thus become students at-risk
• They may just be students who need more convincing to enroll
• The RSD adds new touch points based on the changing needs of a University, both for Online and Campus universities. This raises the bar on student service and eventually results in student satisfaction.

Fielding inbound queries from students (helpdesk)

In addition to proactive outbound touch points, a 24/7 inbound service phone line will be available for students to raise queries or issues. The agent who receives the calls will solve Level 1 problems for the student and escalate other issues by raising a ticket on the appropriate department in the University. This line can also be optionally a 'chat' service.

If the university makes this number available to student prospects, then our agents can take down the lead information and pass it on to the Enrollment Counselors / Admission Reps. This can be a great value addition to the university: increased revenues and enhanced service to inquiring students.

Our faculty specialist help online universities find quality teaching resources efficiently and help in reducing faculty cost. We manage the entire process from indentifying and qualifying resources per university standards / requirement and in monitoring their progress.

• Identify university requirements
• Screen faculty
• Recruit faculty
• Train faculty in online learning methodologies and systems
• Monitor Progress

• Our call center base lead generation services suite includes lead procurement, lead acquisition, lead verification and lead qualification
• At level-1, lead lists are acquired/procured from brokers, directories, affiliates, via custom built- campaign specific portals and web research
• At level-2, lists are verified / qualified by our call center teams
• Besides lead acquisition and qualification, our team of advisors and trained counselors also provide full-fledged enrollment services

Our support specialists assist students with their programs and further guide them on the policies and procedures of the higher education institution.

A 24/7 Inbound hotline is manned by our dedicated team of support experts who have extensive experience in inbound call management.

They handle queries on registration issues, transcript evaluation status, student personal details, credits, courses etc. Any problems or issues identified are escalated for prompt resolution by the appropriate department.