Case Study: Southern Alberta Institute of Technology achieves faster, safer student service with QLess virtual call‑back queues

Southern Alberta Institute of Technology Ensures Public Safety with Virtual Call-Back Queues

Southern Alberta Institute of Technology (SAIT), a Calgary polytechnic with over 30,000 students and rolling enrolment, faced chronic in‑person queues and long wait times that worsened when the COVID‑19 pandemic drove a 47% spike in calls to the Registrar’s Office. With campuses closing and remote work required, SAIT needed an immediate way to manage higher call volumes, reduce on‑site crowding, and give students a better, safer waiting experience.

SAIT implemented QLess’s virtual call‑back queue in four days, equipping remote staff with cell phones to handle callbacks; the system filtered out irrelevant calls and connected callers with the right service. The result was higher staff and student satisfaction, improved call quality, and increased throughput—from about 97 students served per day to 151—while reducing hold times and enabling the Registrar’s Office to adapt quickly to ongoing uncertainty.

Southern Alberta Institute of Technology

Scott Robinson

Associate Registrar