Spanning four counties through multiple locations, The University of Texas Rio Grande Valley (UTRGV) serves more than 29,000 students, many of whom are low-income, first-generation attendees.
While many other higher education institutions struggled with low and declining enrollment rates, UTRGV successfully increased its student enrollment and retention during and after the COVID-19 pandemic. That success is built on an empathetic culture, which is epitomized by several specialized contact and service centers that handle inquiries about financial aid, admissions and registrars.
UTRGV contact centers are mostly staffed by part-time students. They maintain a lifeline for vulnerable learners through their personal and academic challenges. Student agents aim to keep them enrolled and achieve the best possible outcomes, whether that’s helping with financial, educational or emotional support.
Preparing for life after graduation
There’s nothing unusual about having students who work as part-time agents within an education setting. What’s different is that UTRGV doesn’t suffer from high turnover. In fact, it’s quite the opposite.
“Working as an agent is probably one of the hardest jobs on campus,” said Dr. Vanessa Maldonado, Director of Student Service Centers at UTRGV. “It’s a very challenging position dealing with highly confidential information and difficult personal situations. In return, that hands-on experience, learning to use tools like Genesys, prepares them for life after school. It’s also why our agent retention rate is consistently over 90%.”
Breaking free from technology ties
Prior to moving to Genesys Cloud CX, UTRGV wrestled with traditional technology challenges. Its previous on-premises system would suffer outages and was hard to integrate with other systems. It also lacked key features like automated call recording, central reporting and customizable wrap-up codes.