Case studies

  • Case Study


    Helping UCAS keep pace with growing university and college admission enquiries and to cope with surges in demand at its call centre.

    About the Universities and Colleges Admissions Service (UCAS)

    UCAS is the central organisation that processes applications for courses at UK universities and colleges, handling more than two million applications every year. It provides students with information about courses and educational establishments, and a range of services to make the whole admission process as straightforward and efficient as possible.

    The solution

    The UCAS service employs around 70 call-centre staff handling on average 3,000 to 4,000 calls a day. During clearing, this number more than trebles to over 12,000. Although they bring in more agents, they are limited by both physical space and financial resources, so they needed to find other ways to improve the service.

    UCAS selected contact centre specialist, Capita IT Enterprise Services, to design a replacement for its 9 year old Avaya INDeX communications platform.

    The solution is based around an Avaya S8700 Media Server running Communication Manager software and integrates a range of business software applications including skills-based routing functionality to improve call centre productivity and performance.


    • Skills-based routing software, the system automatically forwards calls to the agent best equipped to handle the enquiry
    • Saving time and increasing flexibility through better understanding and utilisation of staff due to intelligently modelling call volumes to plan agent rotas accordingly.
    • Enhanced staff training and quality service through more detailed feedback and monitoring.

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