All patron-based phone calls are directed to UIC. We answer the phone as the Library, and help patrons with as much as we can – everything from renewing items, to paying fines, and downloading e-books. Calls that are more appropriate for library staff, like HR questions or Reference questions get seamlessly passed back to the correct extension at the library.
Typically we are able to handle 75-80% of all calls that come in. Think about the impact on your operations if your staff could be freed from 80% of incoming patron phone calls. Maybe staff can be devoted to other tasks and projects. Maybe your staff can be less tied down to ‘the desk’, free to be more mobile and engaging with your on- site patrons. In this model of service, we have access to your ILS system, and have similar levels of access and privilege as your circulation staff. You define what types of calls we handle, and how they are handled.