Case Study: Sheffield Hallam University achieves 15% more course offers and under 10-second wait times with Netcall

Hosted solution enables increased offers during clearing

Sheffield Hallam University was struggling with long clearing call queues, high abandonment rates and limited frontline capacity (only around 30 agents), which left places unfilled. To address this, they engaged Netcall and deployed Netcall’s hosted solution, Liberty Converse, to reduce wait times, improve resilience and give managers real-time control during clearing.

Netcall’s Liberty Converse scaled inbound lines, freed up phone lines for answering, and provided real-time dashboards and contingency routing, resulting in wait times under 10 seconds (over a 99% reduction), a 92% drop in abandonment, a 37% increase in calls answered, eight‑times more agents on the front line and 15% more offers made — all improving the student experience and operational resilience.

Sheffield Hallam University

Lindsey White

Student Recruitment Manager (Operations)