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Service Point was established to streamline administrative services at McGill University. Our team offers resources, training, and a comprehensive service model to assist students effectively. Get insights into employee life and our evolving approach through integration. Explore our systems like Minerva, Banner, and Qnomy ticketing for seamless support. With comprehensive training programs and continuous learning events, our dedicated team serves thousands of students daily. Learn about our service representatives, daily operations, and peak activity periods. Navigate the complexities of submissions, admissions, student holds, and information requests with Service Point's integrated approach. Embrace the challenges and rewards of the Service Point intersection where knowledge and care converge for student success.
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Introduction • Service Point was created to address the student marathon for administrative services at McGill • Our presentation will address employee life at Service Point as we continue to evolve through this integration
How do we do it? • Resources • Training • Service model – the Team
Resources • Systems: • McGill website • Knowledge Base (editable by all - wikipedia-style) • Shared network folder • Minerva, Banner • Webtop • Qnomy ticketing system • Call Centre Anywhere • Heat email ticketing system
Training - Then • 12 weeks of training (Fall 2009) • Formal class room setting • 3-5 hours per week • Subject specific & technical training • Job shadowing at Student Accounts • Presentations by subject matter experts from our partner units
Training - Now • Huddles (group): weekly, to keep up with news, changes, problems, etc • Refresher trainings (group): monthly, presentations and Q&A sessions with guest partner units or Service Point subject matter experts • Coaching (individual): yearly, focus on both professional and personal development • Learning from each other • Service Point Annual Retreat
The Frontline Team • Service Representative • Clerical, tasks and interactions are more transactional • More phones, less front counter • Service Professional • Student interactions are more involved, case management includes file review, approving of requests • More front counter, less phones • Senior Service Professional • Subject matter experts, liaison with other departments • Help with front counter and phones as needed
Some numbers • During the 2012-2013 academic year, our team served 188,810 people • On average, our daily volume is 400 phone calls, 350 emails, and 200 walk-ins • On average, each agent has 50 unique interactions per day
Life at Service Point • Applicants (40,000+ per year) • Trouble-shooting document submissions • New admits (approx 5,000 per year) • May to October: teachable moment time • Current students (39,000) • Holds: legal status, fee-related, academic documents • Course withdrawals & exam deferrals • Webforms (exceed credit limits, apply to graduate, withdraw from the university, etc) • Alumni, Third parties (including parents) • Information & documentation requests
Living the integration • The Service Point Intersection • “Where can I drop off a body?” !!! • Difficult to master all the material • Bookmark, bookmark, bookmark! • Transactions are longer but more holistic • Employee has more knowledge to be able to point out potential pitfalls to student re choicese.g. part-time status vs immigration status or scholarship eligibility • Case management more hands-on • Agent name & scheduled appointments • Breakout rooms • Peak season is continuous!
