LEARN MORE ABOUT HOW
THE BYU-IDAHO SUPPORT CENTER HELPS:

YOUR DEPARTMENT


We can help you by taking the level-one calls and decreasing your employee’s time spent on the phone.

We know that you and your employee’s time is important, especially for completing department specific tasks. Our service will provide more time to complete more pressing responsibilities. The BYU–Idaho Support Center and its services have the knowledge and resources to answer the simple questions callers often have and, in the process, help create more efficiency in the workplace.

We are also able to collect and store feedback from the customers who contact us, and that information is readily available for you for improvements, training, and other uses.

THE INDIVIDUAL


Those calling into the BYU–Idaho Support Center will be met with friendly customer service and a helpful attitude.

We have the knowledge and experience to correctly transfer and direct calls from incoming students and customers. We will also save the callers valuable time previously spent on hold with our new and proven system used office-wide.

The BYU–Idaho Support Center is also adept at transferring customers to the right destination the first time as an alternate to being juggled between departments.

Another specialty of ours is the ability to walk students through the solution to their individual problems, all while providing the valuable information that one needs to be successful here at BYU–Idaho.

BYU-IDAHO


Our main focus is, and always will be, to meet any customer’s needs through our service-based work strategy.

Working together, the BYU–Idaho Support Center and your department will have the opportunity to help make this university the place that President Henry B. Eyring said in his 2001 devotional, could “do more with less.”

Through thoroughly answering the basic questions of those who need our assistance, our department will help to free up your time so that you can accomplish more within your area of expertise.

Partnering with us will further show that BYU–Idaho is a place of growth and genuine service. Combining our efforts will also allow BYU–Idaho to become more unified and cohesive as a whole through multiple department relationships.


An increasingly globalized campus is on the horizon. We can help you manage your office’s exponentially growing workload.

graph of online students versus on-campus students

The Knowledge Base is an important tool for the BYU–Idaho Support Center. It is a secure site where all of the BYU–Idaho Support Center’s information is gathered from customer service experiences. This information is then stored, organized and improved as we continue to learn more from every customer interaction. This Knowledge Base has been and is being utilized to serve customers more quickly and efficiently. Our employees can access volumes of information through the search bar in the Knowledge Base in order to help ensure that customers are always receiving correct and valuable information.
The BYU-Idaho Support Center will handle all level-one issues while your department will be able to handle more specialized tasks. During the partnership agreement, it can be decided between your department and the Support Center what level of assistance with problems will be handled by the BYU-Idaho Support Center and what will be handled by your department.
The consumer will have one place to call to get all of their basic questions answered quickly and effectively without having to wait for a while on hold. They will also only have one phone number to call to solve all of their problems, they won’t have to go through the directory and guess who to call. The BYU-Idaho Support Center has the time and resources to walk customers through steps in order to help them better understand the solution to their problem. If we cannot answer their question correctly or in-depth enough, the customer will then be transferred to the correct department.
The individual will be transferred to the correct department if the questions that they have requires someone with expertise in that area to give them the correct answers or help.
The short answer is no, If the BYU-Idaho Support Center is unsure of the correct answer or does not have the tools necessary to answer the customer’s question correctly, the question will be directed to your department. The information learned from your department will then be added to the Knowledge Base so that the questions can be answered correctly in the future.

Shon Eckert smiling

To get started or learn more about a partnership agreement, get in touch with Holly Johnson :

email icon

(208) 496-2914

phone icon
building icon

Biddulph 180
525 S. Center St.
Rexburg, ID 83440

This page is for campus clients interested in utilizing the support center. If you are a customer trying to reach the BYU-Idaho Support Center for assistance, you can reach them at: 208-496-1411 or byuisupportcenter@byui.edu Thank you!