Private education in South East Asia is growing. The International Schools Database lists 98 International Schools in Bangkok and 118 in Kuala Lumpur, while Paris has 45, followed by London with 28 and Berlin with 24.
International Schools cover primary and secondary education. There are also many private universities and colleges including fee paying branches of American and British establishments.
Living standards have been rising fast, while at the same time, the job market is seen as becoming more competitive, prompting more families to invest in private education. In some countries, governments encourage the rise of private education to reduce the strain on the state education system.
As students and their families become more tech-savvy, they expect the same level of customer service that they get from other businesses.
The cyclic way that schools operate brings its own challenges.
During term time, contact volumes are usually fairly low. Students or parents call in to report absences, ask about school trip scheduling or extra-curricular activities etc. End of terms are different. Parents call in to enroll their children, find out when term starts, learn if their kids will move up a grade, pay tuition fees and obtain documents and references.
The cycle affects cash flow. School fees normally don’t arrive continuously, but at the start / end of term. Cash needs careful management until the next fee cycle.
Another problem is data privacy and security. Private schools have a duty of care towards their students. As well as being young, vulnerable children, students often have affluent parents with political connections. Data on students’ health, academic performance and even scheduled movements needs to be tightly controlled.
Cloud-based contact centres are better placed to meet these challenges than traditional infrastructure. They can easily scale and flex to accommodate varying call volumes. Other than laptops and headsets, users do not need other equipment to start working. They can log in and start handling interactions immediately. Bots can handle routine and non-sensitive enquiries automatically. Staff are free to handle more demanding and sensitive tasks.
Cloud solutions can address the private schools’ security challenges. They often come with voice and other customer authentication technology. Information will only be disclosed to the right people. Student data is stored securely on encrypted databases accessed through a secure, encrypted CRM system.
Cloud-based systems require little or no up-front investment, so that large capital expenditures won’t disrupt the school’s cyclical cash flows.
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Why OMNINGAGE Connect?
OMNINGAGE is a cloud based Contact Centre Platform powered by Amazon Connect and AWS.
OMNINGAGE Connect is a next generation cloud based user desktop built for Amazon Connect which offers effortless user experience, promotes agent engagement and boosts staff productivity.
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