Thousands of students across the UK encountered long wait times on phone lines while attempting to secure university places through Clearing in the days following the release of A-level results.
According to recent data, some applicants were left waiting on hold for more than three hours before reaching university admissions staff. This situation arose as more than 22,000 undergraduate courses remained available and universities filled places on a first-come, first-served basis, heightening the importance of rapid communication for anxious students.
Peak pressures
Clearing is the process in the UK by which students who do not have a university place, or who wish to change courses following their results, contact institutions directly to try to claim any remaining spots. The period immediately after results are published is particularly demanding for both applicants and institutions, as the majority of decisions and placements are handled during this window.
Data shared by several university bodies revealed that 80% of Clearing call volume took place on the day results were released. During this surge, phone lines became congested, and many students experienced extended wait times at certain universities, with some exceeding three hours before they were able to speak to an advisor.
Contrasting wait times
The data highlighted significant disparities between universities regarding the efficiency of their Clearing helplines. Institutions using updated customer experience (CX) systems reported far shorter waiting and handling times. Among the universities utilising such platforms, the average call was answered within six seconds and typically resolved within eight minutes. At some institutions, total call handling was completed in under two minutes.
By comparison, universities not employing these systems had average wait times exceeding 16 minutes, with average handling times reported at more than ten minutes. This difference had a direct impact on applicants' ability to secure places swiftly, particularly given the competitive nature of available courses in the early days of Clearing.
Sector response
Maxine Eunson, Head of Public Sector and Universities at 8x8, commented on the student experience during this crucial period:
Clearing is high-stakes for students and universities alike as every second on hold adds stress and the risk of losing a place or funding. I hear that, at non-8x8 supported universities, average handling time on Clearing has been more than ten minutes and it's great our tools are helping universities be quicker and better than that as we help them move from chaos to clarity.
These remarks reflect the perspective that streamlining the process can benefit both institutions and prospective students by alleviating pressure and reducing uncertainty at a time that is already highly stressful.
Course availability
While Clearing is available until October, early participation is vital for students who hope to secure a preferred course or institution, as placements are filled as enquiries are processed. At the start of the period, more than 22,000 courses were still being offered, but delays in accessing university staff may have compromised some applicants' chances.
The findings indicate that technology and contact system investments can play a role in managing the increased demand seen around the results period. The most recent figures suggest that even marginal improvements in call response and resolution times can have significant effects on the outcome for individual students.
Eight UK universities, including two members of the Russell Group, currently use customer experience platforms cited in the data analysis. Their shorter response and handling times during Clearing have been noted as critical in helping students complete the process with less delay.
