Student mental health: how contact centres are supporting the next generation

Student mental health is a growing concern across universities, with an increasing number of students reporting struggles with mental health issues. However, only a small percentage of these students feel that their university is providing the right level of support. The good news is that universities are recognising this need and are turning to an unexpected but highly effective solution: the contact centre.

In this article, we’ll explore how contact centres are playing a crucial role in bridging the gap. Far from being just a place for admin queries, the contact centre is quickly rising to the challenge of student care, offering tailored support and helping students tackle everyday challenges.

The reality of student mental health

A recent survey revealed that 69% of UK university students have struggled with their mental health, yet only 12% feel that their university is doing enough to address the issue. With this in mind, it’s clear that universities must rethink their approach to supporting their students. Contact centres, long seen as reactive, can now take a more active role in meeting students’ needs and expectations.

The contact centre’s new role in student support

The old way: reactive, one-dimensional support

In the past, the contact centre was a place for students to call when they had a problem. The focus was on resolving issues as they arose, whether it was about admin, coursework, or accommodation.

The new way: proactive, personalised support

Today’s students want more than just quick fixes. They want personalised, proactive support that addresses not just their practical needs but their emotional and mental health needs too. The contact centre now plays an important part in providing that support, going beyond the basics to ensure students feel cared for and understood.

How technology is helping contact centres to better support students

●      Multiple ways to connect:

Gone are the days when a phone call was the only option. Students can now reach out to contact centres via email, live chat, social media, or even messaging apps like WhatsApp. Offering these omni-channel options gives students the freedom to choose how they want to interact, making it easier and less intimidating for them to reach out for help.

●      Self-service done right:

Students no longer want to be bogged down by paperwork or long processes. With self-service options, students can access resources, track requests, and download forms with ease. This not only enables students to help themselves but also frees up contact centre agents to focus on more complex or sensitive issues.

●      Chatbots for routine queries:

AI-powered chatbots are increasingly used in contact centres to handle routine questions and direct students to the right resources quickly. These bots not only help students in the moment but can also detect signs of stress or frustration, flagging issues for human intervention if needed.

●      CRM systems for personalised support:

With CRM systems, contact centre staff can access detailed information about each student, allowing them to provide more focused and thoughtful support. This level of attention makes students feel more valued and understood, which is essential when dealing with mental health concerns.

●      Workforce optimisation for peak times:

During times of high stress—such as exam periods—contact centres need to be adequately staffed to handle the influx of queries. Workforce optimisation software ensures that extra agents are available during peak times helps reduce wait times and ensures students receive timely support when they need it the most.

●      Data-driven decision making:

Contact centres can use data analytics to track student issues, monitor trends, and identify areas that require attention. By assessing student feedback and contact patterns, universities can make proactive adjustments to improve service and better meet students’ mental health needs.

Why this matters

For students, knowing that there’s real, tangible support available makes a huge difference to their mental health and wellbeing. When students feel supported, they are more likely to stay engaged with their studies and their university community. For universities, providing this level of support leads to better retention rates, higher satisfaction, and a stronger reputation as a caring institution. In the long run, this helps improve the overall student experience and bolster the university’s appeal.

Building a contact centre that truly cares

Creating a contact centre that goes beyond handling admin queries requires the right tools, the right training, and a commitment to empathy. Here’s how universities can ensure their contact centre meets the needs of students:

1.    Lead with empathy:

Empathy training should be at the forefront of contact centre staff training. When agents understand how to connect with students on a personal level, they can offer the right support at the right time.

2.    Equip staff for sensitive issues:

Contact centre agents need to be trained to handle sensitive topics such as mental health, financial worries, and accommodation issues. This ensures students are met with understanding and support, not just generic responses.

3.    Make communication easy and accessible:

Whether it’s via chat, phone, or social media, students should have access to multiple communication channels. Offering these options ensures students feel comfortable reaching out, no matter their preferred method.

4.    Invest in technology that works for students:

Implementing tools like real-time translation, text-to-speech software, or mental health resources can further support students who need additional help.

5.    Act on feedback:

Collecting feedback is only the first step. Universities should act on this feedback to improve service and ensure students feel their concerns are heard and addressed.

6.    Support your team:

Providing adequate support and training for contact centre staff is essential. When staff are well-equipped to handle difficult situations, they’re more likely to pass on that positive, supportive energy to students.

Measuring success: what matters most

Measuring the effectiveness of a contact centre dedicated to student mental health is essential. Key metrics to track include:

●      Student satisfaction:

Regular surveys and feedback help gauge how students are feeling about the support they receive. High satisfaction indicates that students feel heard and valued.

●      Response times:

Students don’t want to wait. Quick responses show students that their concerns are important and that help is readily available.

●      Retention rates:

When students feel supported, they’re more likely to stay enrolled, making retention a crucial metric for universities.

Continuous improvement: the key to success

●      Use a dashboard to track metrics:

Keep track of key metrics in real time to identify areas for improvement quickly.

●      Review performance regularly:

Don’t wait for issues to arise—regularly assess your contact centre’s performance to stay ahead of student needs.

●      Annual audits:

Conduct audits at least once a year to ensure the contact centre remains in tune with changing student needs and expectations.

Looking ahead

With growing pressure to provide more holistic student support, universities are taking a more proactive role in student wellbeing—and that starts with rethinking the contact centre. By combining technology with empathy, they can create a support system that doesn’t just react to issues but helps prevent them. Done right, a contact centre becomes more than just a helpline—it’s a lifeline, keeping students supported, informed, and on track to succeed.

In the future, the contact centre will be at the heart of creating a campus that cares—where every student feels heard, supported, and empowered to thrive.

Is your university ready to build a campus that truly cares? Discover how the right contact centre solutions can support student wellbeing and success. Get in touch with us today to explore the future of student support.