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Change is the new black…. The JCU Student Centre – what was, what is and what comes next!. Jodie Midson Manager, Student Enquiries Manager, Student Centre, Cairns. Introduction. Why the “new black”? . Timeline of change – 2009 - 2012. 2009 - Implementation of shared services model
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Change is the new black… The JCU Student Centre – what was, what is and what comes next! Jodie Midson Manager, Student Enquiries Manager, Student Centre, Cairns
Introduction Why the “new black”?
Timeline of change – 2009 - 2012 2009 - Implementation of shared services model 2010 - Relocation of enquiries and faculty enrolments teams to a “hub” setting (Cairns) • - Change to management roles in Student Centre - Consolidation of “hub” pilot program Cairns campus 2012 - Implementation of Avaya phones university wide and the AACC contact centre management system in the call centre - Integration of James Cook International enquiries function (Cairns)
2013 – Cashless Service 6 month communication plan Buy in and support from International team Success!
2013 – Implementation of CRM Benefits: • Automated data collection • Automated reporting • Automated (email) enquiries workflow • Standard text response templates • Centralised source of information – Ask Us • Increased Quality Assurance on enquiry responses • Full enquiry record for all students
2013 – Structural change • Implementation of new management and operational structure for the student enquiries team Success! 1 manager 1 enquiries team 1 call centre 1 email channel Consistent processes 2 managers 2 enquiries teams 2 call centres Multiple email channels Location based process
2013 – New Student Centre Townsville Life Unit
New Student Centre – How it works? University Community (Staff) General Public InternationalStudents CurrentStudents ProspectiveStudents Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre
New Student Centre – How it works? Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre • Faculty Enrolment Teams • Second Tier Service • Appointments • Drop in’s • On the spot advice • International Support • Second Tier Service • Appointments • Drop in’s • On the spot advice
New Student Centre – How it works? Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre Referral for: Equity and Engagement Info Help Student Association Teaching Learning and Development
New Student Centre – How it works? Inbound enquiries and transactions from internal and external customers. Enquiries Team First Tier Service Email, Phone and In Person at the Student Centre International Support Faculty teams Outbound referrals to expert services.
2013 – New service model • Out from behind the counter, side by side service • Less transactional more personal service • Strong focus on empowering students to self service • Less referral – KPI >85% first point of contact resolution • Concierge and enrolment help functions during peak periods – employing students to service students • Arrangement of appointments for specialist consultations
Service Statistics • 106 606 enquiries have been managed through CRM in 12 months (May 1 2013 – May 1 2014) • Highest volume in January with 15 452 enquiries managed using CRM • An additional5134 enquiries were managed during the 3 week peak period by the concierge and enrolment help teams (no CRM access) • First contact resolution rate is currently sitting at 92%
2014 – What’s next? • Consolidation of processes and protocols in the student centre • Introduction of electronic record management using TRIM • New ID card system and processes • Organisational restructure!
