Case Study: University of Illinois cuts call-back rates and training time by 50% with Helpjuice

University of Illinois Call-Back Rate and Employee Training Time Reduced by 50% in One Month

The University of Illinois faced a significant challenge with its research call center operations, where critical information was fragmented across platforms like Box, Teams, and email. This disorganization led to an overwhelming volume of emails, difficulty maintaining up-to-date information, and inefficient agent training. The university needed a centralized knowledge base to reduce participant callbacks and streamline training, leading them to implement a solution from Helpjuice.

By implementing Helpjuice, the university created a central, intuitive knowledge base that integrated seamlessly with Microsoft Teams. The platform's powerful, Google-like search function allowed agents to find information instantly while on calls. Within just one month of implementation, Helpjuice helped the University of Illinois slash its employee training time by 50%, from six weeks to three. It also reduced the participant call-back rate by 30%, improving both agent efficiency and participant satisfaction.

University of Illinois

Paige Ottmar

University of Illinois