Case Study: University of Hertfordshire achieves resilient remote clearing and smarter call management with Netcall Liberty Converse

Hosted solution enables increased offers during clearing

University of Hertfordshire, a campus-based university with over 30,000 students, needed a way to manage the intense clearing period in 2020 while most staff were working remotely. They engaged Netcall to provide the Liberty Converse contact centre solution so their Networkers could take clearing calls from home, access decision-makers remotely, and maintain service levels during the pandemic.

Netcall delivered Liberty Converse (cloud-deployed) with real-time supervisor dashboards, softphones and an integration to the university’s in‑house clearing system. The solution allowed clearing to be handled remotely, was rolled out as a year‑round business-as-usual platform in March 2022, and delivered measurable benefits: improved reporting and management information, faster caller resolution, reduced avoidable demand through targeted communications, increased staff capacity and hybrid working capability, and time savings from auto-populated student records.

University of Hertfordshire

Jilly Crosby

Head of Admissions