15000 are answering questions before they're asked!

Congratulations to the 15000 - UoN Enquiries team on winning a Vice Chancellors Award for Professional Staff Excellence in the Team Category

When most people think of a call centre they more than likely picture a team answering enquiries. Not many would picture a team busy finding ways to provide the answer before the question is even asked!

Constant technological innovation in service delivery has seen an increase in customers expecting to source answers to their questions without face-to-face, phone or email interaction. "Self-service is the new black in the customer experience", says Marty, 15000 - UoN Enquiries manager. 

Our students are no different.  AskUoN, with its compelling tag line, Right Here, Right Now, has become immensely popular with all of the University community and an important way to meet self-service expectations.  It is also part of a larger mix of social media recently developed by the team and their partners in Marketing and Public Relations.  "This has allowed the University to be quick and current, and that's where the technology is invaluable", says Marty.

"The team meets this demand because they are an energetic bunch who just love to get stuck in", he says.  They also rely on great relationships too. "When we can't complete something ourselves we're able to bring others to the party."  Marty said these relationships have been "pivotal" to his team's work. "Our excellent relationships with the Web Services and Student Experience and Transition teams in particular have been vital to our success"

Marty has also noticed positive benefits for his team's work-life.  "I used to quietly measure the success vs. stress of the period by the number of staff who suddenly abandoned their headset and ran out in tears that week.  This year, however, has seen a new weeping-free era commence.  In fact, we're receiving positive feedback from customers on a daily basis!"

Check out some of the other innovations developed by 15000 - UoN Enquiries during 2011