Initial visit notes

13MELB phone calls - Val's notes

1

• Person hasn't received their scholarship payment
• Operator needs to get approval from Support to call scholarships due to complaint over received call volume
• The operator selects Student Admin / Domestic scholarships, copies the extension and pastes into Zeacom to dial the number

2

• Caller is wanting to know the next graudation date
• Operator searches for "graduation invitation" on ask.unimelb and notifies the caller of the content (summary)
• Opeartor checks the website for ceremony information, then uses go.unimelb to generate a shortlink to the relevant page
• The operator then reads out the generated shortlink, noting that emailing the link to the student is slower

3

• A student wants to withdraw from a subject but has realised that the subject is a prereq for another one and now is wanting advise on how to proceed
• Opeartor uses the Excel contacts directory to get engineering call centre number by clicking on Faculty of Engineering and scrolling to find the right number

4

• A student wants to know if they can receive a rfund on their student amneties fee as they have cancelled their enrolment
• The opeartor searches for "fee remission" on ask.unimelb and follows a link to the relevant future students page
• They then look up the contact info for the relevant area for the student to email their enquiry on the Excel contact directory: Student Admin -> fees

5

• Prospective student would like to receive a face to face consulation regarding an undergraduate arts course and asking how they can organise one today
• Operator uses site search to find the relevant future students enquiry page containing the "book and appointment" call-to-cation and generates a shortlink he then dictatess to the caller
• He then looks up the address for the walk-in info centre on the Futurestudents website, noting that it's more accurate and better formatted than the entry in the Excel contact directory.