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de-tech-support

Page history last edited by PBworks 16 years, 8 months ago

Dear Distance Ed Coordinator: kfurlan@peoplesupport.com

I am researching How Distance Ed Programs provide Tech Support for students.

Would you please take a moment to answer the questions below? Your help is greatly appreciated.

How many online classes will be offered from your campus in the fall ‘07?

What is the average number of students enrolled in a typical online class?

How much of your student tech support is provided in-house?

How much of your tech support is outsourced?

If outsourced, who is your provider?

During what hours is tech support offered (your service window)?

Do you offer students tech support by phone?

1. If so, approximately how many calls per week?

2. What is the average handle-time of each call?

Do you offer tech support by email?

1. If so, approximately how many emails per week?

2. What is the average handle time or processing time per email?

3. What is the expected response time from the time of receiving the email?

Do you offer tech support by live chat?

If so, how may chat sessions are managed in a week and what is the average duration of each interaction.

Please describe any other forms of tech support:

Please share your greatest issues and/or challenges in providing support for your Distance Ed students:

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