BLOOMINGTON, Ind. — The University Information Technology Services (UITS) Support Center at Indiana University strives to be one of the country’s best – and a new award honors that dedication to excellence.
The UITS Support Center earned runner-up honors in the Best in Class (under 200 staff) category of the 2014 Call Center Week Excellence Awards, bestowed during the 15th annual Call Center Award Week. IU was the only higher education finalist among 33 contenders in 13 categories. Competitors included CareerBuilder and wellness company GuideWell Connect.
Customer satisfaction is the name of the game for the staff of the UITS Support Center, which provides 24/7 IT support for the two largest higher education institutions in the state – Indiana University and Ivy Tech. Whether it’s by phone, email, chat or in person, the UITS Support Center consultants help with a wide range of technology used in teaching, learning and research. This includes providing support for desktops, laptops, tablets, personal mobile devices, email, university accounts, network services and applications – basically, any technology faculty, staff and students need to be successful.
"As the technical support providers for approximately 400,000 students, faculty and staff around the state, the UITS Support Center has one primary goal: to ensure that technology is a tool that empowers teaching, learning, research and communication," said Sue Workman, IU associate vice president for client services and support. "Removing the obstacles that create frustration and prevent customers from maximizing these tools is our primary purpose. We are thrilled to accept this award from our call center colleagues, whose great work inspires us every day."
The Excellence Awards are a focal point of Call Center Week, an annual event that brings together more than 1,500 customer service professionals from all industries to take part in workshops and learn from speakers and exhibitors. The awards recognize organizations and individuals for their excellence and innovation in the customer service industry.
For the UITS Support Center, excellent customer service is paramount. It consistently scores a rating of 97 percent overall satisfaction on surveys sent to a random 10 percent of customers throughout the year. Going the extra mile is a way of life for the IT consultants, said Cathy O’Bryan, IU’s director of client support.
"For us, each and every interaction is an opportunity to make someone’s day by helping him or her use technology," she said. "We strive to never turn a customer away dissatisfied or with a question unanswered. More importantly, our agents listen to the customer’s presentation of the issue and ask probing questions to ensure we are actually resolving the true issue."
(Photo: UITS Support Center staff members Andrew Hostetler, DeNita Middlebrooks, Momi Ford, and Cathy O’Bryan pose after accepting the award.)