UWS Call Centre crowned the best of NSW universities
The University of Western Sydney Contact Service Centre (CSC) has, for the fourth quarter in a row, been crowned as the best tertiary institution call centre in New South Wales.
The Customer Service Benchmarking Australia (CSBA) report for October – December 2012 placed the CSC first out of six tertiary institutions in NSW, second of 26 tertiary institutions in Australia and fourth of 204 companies in Australia.
Deborah Moldrich, Contact Service Centre Manager, feels the results are great encouragement and affirmation for her team.
"The CSC team work tirelessly to ensure that all of our callers have their questions answered to the highest of standards all with a friendly, supportive voice at the other end of the line," says Ms Moldrich.
"The team appreciates the importance of the work they do, and continuously update their training to provide the best levels of service, so it's wonderful for them to hear from a third party that they are doing a great job."
The CSBA judge institutions based on their speed of answer, quality of greeting, enquiry resolution and product knowledge, communication skills, and the tone and manner of the call centre agents.
The staff of the UWS CSC, which have recently been launched as 'Team U', are all current students of UWS and are responsible for providing prospective students and their families with course information, admission information and first hand advice about starting university.
"With over half of UWS students being first in their family to attend university, it's important for Team U to be on hand to provide reassurance, encouragement and support when it is needed most for prospective students," says Ms Moldrich. "Team U can relate to and empathise with our callers as they have once been in their position."
The CSC is open weekdays from 9.00am – 5.00pm and Team U can be reached on 1300 897 669.
18 March 2013
Words: Hannah Guilfoyle