Your help desk shouldn’t spend half its day on password resets.

The Reality

Call volume scales with enrollment. Staffing doesn’t.

Start of semester. Add/drop deadline. Financial aid disbursement. FAFSA questions in March. Move-in week in August. Your phones don’t care about your budget cycle.

Students call IT because they can’t log in. Prospects call admissions after 5pm and get voicemail. Parents call financial aid and wait on hold for 45 minutes. Staff burn out answering the same questions. The calls that actually need human judgment get buried under routine requests.

You’re not understaffed for complex problems. You’re overwhelmed by predictable ones.

The Solution

Route the routine. Escalate what matters.

AgentVoice handles the calls that follow a pattern so your staff can focus on the ones that don’t. Password resets, account lookups, application status, office hours, transcript requests, tour scheduling. These calls don’t require your most experienced people. They require accurate answers and the ability to take action.

When calls need human judgment, they transfer with full context. Your team sees who called, what they asked, and what was already handled. No cold transfers. No starting over.

• IT help desk relief. Password resets, account lockouts, and common troubleshooting handled automatically.
• Admissions coverage. After-hours and overflow calls answered when prospects are ready to engage.
• Student services support. Registrar, financial aid, and housing FAQs resolved without wait times.
• Context on every call. When integrated with your systems, the agent knows who’s calling and why.
• Clean escalation. Complex issues route to staff with a summary of what was discussed.

IT Help Desk

Password resets are eating your help desk alive.

Your IT staff didn’t get into this field to spend half their day resetting passwords. But that’s where the calls are. Industry research consistently shows password-related issues account for 20-50% of all help desk volume. Account lockouts. VPN issues. WiFi connections. “I can’t log in to Canvas.” The same questions, hundreds of times per semester.

Meanwhile, the infrastructure projects, the security work, the actual technical challenges sit waiting. Your best people are stuck on the phone handling tier-zero requests that don’t require their expertise.

What IT calls actually need

• Password resets. Verify identity, reset credentials, confirm access restored.
• Account lockouts. Check status, unlock if appropriate, escalate if not.
• Application access. Guide users through common login issues for LMS, email, student portals.
• WiFi and VPN. Troubleshoot standard connectivity problems with guided steps.
• Status updates. “Is the system down?” answered instantly during outages.
• Ticket creation. Issues that need follow-up logged with details captured.

How AgentVoice handles IT support

• Identity verification. Confirms caller identity through configured methods before taking action.
• Automated resolution. Handles password resets and account unlocks when integrated with your identity systems.
• Guided troubleshooting. Walks callers through standard fixes for common issues.
• Outage messaging. Provides consistent, accurate status during known incidents.
• Ticket logging. Creates support tickets with caller details and issue description.
• Smart escalation. Complex or sensitive issues route to staff with full context.

Admissions

Prospects don’t call during business hours.

A high school senior finds your program at 9pm. They have questions about deadlines, requirements, campus visits. They call. Nobody answers. By morning, they’ve moved on to three other schools that did answer, or at least scheduled tours.

Admissions teams are stretched thin. Application review. Campus events. High school visits. Yield campaigns. The phone becomes a distraction from higher-value work, but ignoring it means losing prospects who were ready to engage.

What admissions calls actually need

• Program information. Deadlines, requirements, what makes your institution different.
• Tour scheduling. Real-time calendar access to book campus visits.
• Application status. Where they are in the process, what’s missing, next steps.
• Financial aid basics. General guidance on aid process and timelines.
• Transfer questions. Credit evaluation process, articulation agreements.
• Event registration. Open houses, info sessions, department visits.

How AgentVoice handles admissions

• 24/7 inquiry response. Every call answered, nights and weekends included.
• Tour booking. Schedules campus visits directly into your calendar system.
• Lead qualification. Captures prospect details, intended major, timeline, and contact preferences.
• Consistent messaging. Same accurate information whether it’s Monday at 10am or Saturday at midnight.
• Warm handoffs. When a prospect needs a counselor, they transfer with full context.
• Follow-up triggers. Missed calls and incomplete conversations prompt outreach.

Student Services

Most student calls don’t need a specialist. They need a fast answer.

Registration deadlines. Transcript requests. Holds on accounts. Tuition due dates. Dining plan questions. Parking permits. These calls follow patterns. They don’t require the financial aid counselor who spent years learning federal regulations. They require accurate information and the ability to look up an account.

When every call goes to the same queue, specialists spend their days on questions anyone could answer. The students with complex situations wait behind students who just need a deadline confirmed.

Example student services calls

• Registrar. Add/drop deadlines, transcript requests, enrollment verification.
• Financial aid. Disbursement dates, document requirements, general process questions.
• Bursar. Payment deadlines, balance inquiries, payment plan information.
• Housing. Assignment status, maintenance requests, move-in logistics.
• Parking. Permit information, appeals process, lot availability.
• General. Office hours, building locations, department contacts.

How AgentVoice handles student services

• FAQ resolution. Answers common questions instantly based on your configured information.
• Account-aware responses. When connected to your SIS, provides relevant details for the specific student.
• Intelligent routing. Complex questions go to the right department with context.
• Surge handling. Registration week, financial aid deadlines, move-in. All handled without hold queues.
• After-hours coverage. Students get answers when they call, not voicemail.

How it works

Is this right for your institution?

• Is your IT help desk spending hours on password resets and account lockouts?
• Are admissions inquiries going to voicemail after hours or during peak seasons?
• Do students wait on hold for simple questions that don’t require a specialist?
• Are registration, financial aid, and housing surges overwhelming your staff?
• Do you lack visibility into call volume, wait times, and resolution rates?
• Are you ready to handle more calls without adding headcount?

Common starting points

Most institutions don’t roll out everything at once. These are the pilots that prove value fastest.

• IT help desk pilot. Password resets and account issues. Clearest ROI, fastest proof of value.
• Admissions after-hours. Capture prospect inquiries that currently go to voicemail.
• Student services overflow. Handle surge periods without burning out staff.