Customer Profile Regent University is a faith-based institution of higher learning located in Virginia Beach, Virginia. Its student enrollment has doubled within the last five years to more than 11,000 with 70 percent attending as online students. The university has been providing online education since 2000 and runs a contact center primarily focused on outbound calls for admissions, financial aid, and student advisory services. The Regent University IT department is responsible for running the contact center, which employs 300 agents who currently handle over 40,000 calls per week. Prospective students who complete an online form for more information are called within two to five seconds. Faced with rapid growth and the need to meet ever-increasing service level agreeme

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