Case Study: Florida SouthWestern State College reduces student service wait times with QLess

Florida SouthWestern State College - Customer Case Study

Florida SouthWestern State College faced high call volumes, long wait times, and missed calls across student services departments like Admissions, Advising, and Financial Aid. Before using QLess, Admissions answered only 27% of more than 400 daily calls, causing students to call repeatedly and pushing admission processing beyond 40 days.

QLess implemented callback queues, pre-qualification questions, real-time text updates, appointment scheduling, and analytics across multiple departments at Florida SouthWestern State College. The result was a 50% shorter call duration, 100% of calls answered, and a 93% reduction in days to admit, helping staff focus more on students and less on phone management.

Florida SouthWestern State College

Steven Kolberg

Senior Coordinator of Accessibility and LMS Administrationx