The Contact Centre receives up to 6150 contacts per month by phone, email and web chat, rising to up to 15400 over the enrolment period from November to March. On average, questions about the enrolment process make up about 45% of queries.
Since the Contact Centre is usually the first point for contact for prospective students wanting more information about enrolling or help with their application, it’s been vital to ensure the team has the latest information on hand for a positive customer experience.
With the enhancements to myUC there are increased self-service options for students, and the application and enrolment process is much faster and more user-friendly.
This has meant a significant decrease in calls to the Contact Centre asking for help with enrolment or problems with the system – calls about help with enrolment are down 20% compared to the same period last year, even though the total number of applications is higher.
“The Student First Programme is great for us…it’s made our lives easier and simpler. We look forward to every release – we don’t know how we got through without the ourUC staff portal!” – Acting Contact Centre Team Leader, Jane Pearce
With less time taken up on basic queries or system issues, the Contact Centre team have more time to spend on high value tasks and assisting customers with more complex enquiries. Student First Programme team members have supported them with training and by sitting with the team to understand their needs. This means releases have gone smoothly and the team can focus on what they do best, providing excellent customer service.
The latest exciting development is the ourUC staff portal, which allows UC staff to apply on behalf of a student and perform admin tasks in myUC. The Contact Centre were the first to get access to this new feature, which has made an enormous difference to their work and ability to efficiently help students. Their feedback will help inform future developments.
If you’d like to know more, contact the Student First Programme anytime. We are always happy to provide demos or training for your team so we can help you get the maximum benefit from the new tools we’re developing.