Improvements to our customer service delivery
Technology and Training to Better Service our Customers
A team, specially appointed by OSPEM, has implemented improvements to The UWI’s customer service delivery (one of the Quick Wins identified by the RTG Steering Committee).
Key among these improvements are:
- Updating the directory service
- Enhancing the Interactive Voice Response (IVR)
- System to streamline the customer experience when contacting the University via telephone and introducing new processes such as automation of transcript requests and increased frequency of customer service training
Internal Telephone Directory Updated
The internal telephone directory is now current, and updates are automatically triggered by the staff appointment process. Currently, the directory can be queried via a VoIP phone. The implementation team is working with MITS to provide a fully online version of the directory by October 1, 2024.
IVR System Improved
The updated IVR system will allow callers access to a broad range of services and information without going through a live operator. Scripts of caller prompts have been developed and reviewed and will be recorded.
Testing of the new IVR system is expected to be completed for the main numbers on the campus by November 1, 2024.
Transcript Processing to be Automated
The team is working with the Examinations Section to automate the process of requesting a transcript. Applicants will be able to initiate and track their requests via an online interface without needing to call the Examinations Section.
This will ultimately streamline the workflow and balance the workload of staff members, improving efficiency and accuracy in the transcript process.
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