Lines are open at the Student Call Centre
- Buhle Zuma
A more streamlined and better quality experience for prospective and current students, can be expected from the new Wits Student Call Centre.
Approximately 12 000 to 15 000 calls a day are made to the Wits Student Enrolment Centre (SENC) during the first six weeks of the year. This places tremendous pressure on staff members dealing with student admission and enrolment as well as other units at the front line of student services.
In an effort to render quality service to its students, the University has established a permanent student call centre to handle the high volume of calls. This replaces the temporary structure traditionally assembled during the peak period and is discontinued once calls start to decrease in volume.
The Student Call Centre falls under the Division of the Registrar and will initially be manned by five permanent staff members and 20 students during the peak period which runs from January to mid-February. Once students commence their studies, four staff members drawn from Faculties, SENC and the Fees and Financial Aid and Scholarships Office will work on a rotational basis at the Call Centre, which will ensure that nine staff members work in the Call Centre during the off-peak season.
Melody Engelbrecht has been appointed as the manager of the Centre, bringing with her a wealth of experience.
“We are very happy with her appointment. She has been at Wits for 11 years and has made an invaluable contribution as a staff member at SENC,” says Wits Registrar, Carol Crosley.
“Her institutional knowledge and understanding of processes in Faculties, the Financial Aid and Scholarships Office, and the Central Accommodation Office, among others, will be key in the student call centre environment,” she adds.
The Student Call Centre will deal with Tier 1 questions which may be basic questions relating to admission, registration, closing dates and programmes. More complex questions, which fall under the Tier 2 category, will be referred to the relevant Faculty.
In addition to reducing dropped calls and the redirecting of calls, it is also envisioned that the centralised Student Call Centre will allow the University to enhance its repository of knowledge and provide key information on problem areas resulting in better informed interventions.
For all enquiries regarding student admission and registration for 2015, contact the Student Call Centre on (011) 717-1888.