It is their mission – and they have chosen to accept it. Meet the team behind NCC’s Call Center and find out exactly what services they provide to NCC students, faculty, and staff.

 

^{Back row (left to right):  Monica Karpowicz, Mary Lou Collis, Shawn Fortley, RoseAnn Palsi, Donna Weber, Ruth Werkheiser, and Kathie Pharo. Front row (l-r):  Elaine Takacs, Flo Nehilla, Carole Monts}

In A Nutshell
Hello, hello! If you are registering for a non-credit class here at NCC by telephone, you’ll be speaking with one of the staff members in the Call Center. The main service the Center provides is accepting and recording non-credit and some credit registrations with credit card payment by phone and by web. Room scheduling and switchboard functions are also provided by the Call Center. If you’ve ever needed to reserve a room for a meeting, a speaker, or even a table in the cafeteria for a bake sale, you’ve called the Call Center to speak with Mary Lou Collis.

Thanks to the Call Center callers to the College get to speak to a real human being, not an automated system.

Where You Can Find the Call Center
In the Student Enrollment Center. But they are not easy to find! The Call Center is tucked away in a room originally built for the Records Department’s long-term storage. In fact, the Call Center is a subdivision of both Records and the Bursar’s Office.

You’ll be Surprised to Learn . . .
In one year the Call Center has answered 74,107 calls! That’s 21,606 calls for class registrations, 47,691 coming in to the switchboard, and 4,810 for room scheduling. And you think your phone rings a lot!

Busiest Time of Year
The women of the Call Center are swamped in March, when people are calling to register their children for Horizons for Youth. In fact, in one day they received a total of 362 registrations in the amount of $94,086. Another high traffic time is in January when registration for spring classes begins.

Funniest Moments
Here’s a funny call that RoseAnn Palsi, call center manager, received: “I was registering a customer for a dog obedience class and asked the last name of the student. The customer replied ‘Jones.’ When asked for the first name, the customer replied ‘Sparky.’

Another customer called and said they had to register by telephone because the family pet had chewed through the computer lines and they couldn’t do it on-line.

And a favorite of the Call Center – a customer ended the conversation by saying, “Thank you for being human.”

Proudest Moment
When the team collected over $1,000,000 in registrations in one year!

The One Thing they’d like you to Know about the Call Center:
They are ten professional women working together, supporting each other, and getting along.

Meet the Players
The Center is staffed by a dedicated team of both full-time and part-time employees. The positive office atmosphere is what contributes to the team’s success. According to RoseAnn Palsi, the Call Center manager, “if you are struggling, someone will come to your aid.”

Customer Service Representatives:
Monica Karpowicz
Carole Monts
Kathie Pharo
Elaine Takacs
Ruth Werkheiser

Switchboard Operators:
Shawn Fortley
Flo Nehilla
Donna Weber

Scheduling Assistant:
Mary Lou Collis

Call Center Manager:
RoseAnn Palsi