Contact Centre

The University of the Western Cape (UWC) runs a fully functional Contact Centre with trained, professional agents who are equipped to deal with all student related queries. The centre offers students and related role players a client-orientated service through a single point of contact, providing improved efficiency and facilitating detailed measurement and planning.
 
The goal of the UWC Contact Centre is to be recognised as the enquiry management benchmark for higher education institutions in South Africa. We strive to offer the UWC community a professional and student-centred, efficient service through a centralised point of contact, where skilled and knowledgeable contact centre agents aim to provide improved efficiency by sharing information in a timeous and accurate manner.

In particular the UWC contact centre aims to:

  • Assist and support the continued improvement of the student academic administration experience.
  • Offer a formal referral service to UWC specialists for the 20% of enquiries that cannot be answered immediately.
  • Provide multichannel support to the UWC community (via telephone, electronic, online forms and social media) and
  • Strive towards first contact resolution.

Aims and objectives:

  • To improve the image of the University of the Western Cape.
  • Reduce duplication through a centralised workforce.
  • Free up resources.
  • Provide the correct information at the right time, the first time.
  • Reduce the handling time of enquiries, and
  • To work smarter.