info.csu
info.csu is the University’s initial contact point for general inquiries and prospective students which arrive by telephone, mail, fax or the internet.
The team at info.csu is committed to exceptional customer service and providing the customer with relevant information in a timely manner.
The info.csu Contact Centre staff were recipients of the Vice-Chancellor's Team Award for Excellence in 2006.
The centralised customer contact service handles:
- Switchboard operation
The Contact Centre is responsible for the operation of the University switchboards for Albury-Wodonga, Bathurst, Dubbo, Orange and Wagga Wagga campuses and the Sydney direct line. This involves assessing the needs of the caller and responding to general inquiries as necessary or filtering the inquiry through to the appropriate staff member, schools or division.
- Prospective student inquiries
info.csu is a first point of contact for all domestic and international prospective students to obtain advice and information relating to courses and study options with the University.
Trained and dedicated staff members provide prospects with support and guidance relevant to their course of interest and university studies, thereby assisting them to make an informed decision. Student Recruitment Advisers provide prospective students, parents, career advisers and international recruitment agents with a vast range of information, which includes:
- Course information – structure, mode of study, pathways such as CSU Connect,
- How to apply - UAC/VTAC or direct application
- Student support services – Disability support, sporting and clubs, facilities,
- Accommodation
- Scholarship
- Fees and financial support
- Guidelines and process on applying for credit
Student Recruitment Advisers do not provide advice on the number of credits that a prospective student may be granted, but instead would provide general guidance on the process for applying for credit and where appropriate; offer the Course Coordinator’s details.
Staff work closely with the wider University community to ensure that info.csu is equipped to provide consistent, accurate, and up to date information to a variety of inquiries.
- Specialist sessions
The staff in the Contact Centre appreciate the opportunity to gain and share knowledge with those around us. We find these sessions to be worthwhile to everyone involved and encourage all Course Coordinators to make an appointment to come and visit.
- Tracking / Reporting
A range of prospective student data and course information is gathered and collated for the quarterly Stakeholder Report. On request, specific information can be provided to Course Coordinators.
- Outbound campaigns
Contact centres communicate with customers in a number of ways, but who initiates the contact defines the type of contact. If the outside world initiates contact, then it is said to be inbound. Conversely, if the contact centre is responsible for initiating contact, then it is classified as outbound.
Increasingly, the University is undertaking a proactive customer service approach and contacting prospective students to provide further information (eg a new course) or guidance (eg the application process). The Contact Centre undertakes outbound campaigns by contacting the prospect by telephone or email.
Outbound campaigns are undertaken to support various promotional activities undertaken by the University. Reports are provided to the relevant section on the campaign with results and feedback. Some of these activities have been:
- active participation in Policing Information Days
- contacting prospective students to notify them of mid-year intakes
- contacting distance education students who had been made an offer but were overdue with a response
- contacting prospective students to ensure that they are aware of additional selection criteria for their course of interest.
- Provision of resources
Knowledgebase
The Contact Centre has developed a comprehensive resource centre and works closely with the wider University community to maintain a central source of accurate and up-to-date information.
info.csu Stakeholder Report
info.csu produces a quarterly report detailing the type and volume of inquiries handled, as well as demographic information relating to regions, campaigns and specific course inquiries. A copy of report can be found on the Resources page.
Online Course Coordinator listing
The Contact Centre maintains the official online listing of the University Course Coordinators. This listing can be viewed at www.csu.edu.au/staff/course_cord/
Hard copy Communications Directory
info.csu produces a hard copy of a Communications Directory for areas that do not have access to a computer.
- External publications and websites
There are a number of external publications and websites that contain information on Charles Sturt University which are maintained by info.csu. The following are examples:- The Good Universities Guide
- STUDY LINK
- Commonwealth Universities Database Online Services (CUDOS)
Assistance available
The Contact Centre offers a range of services on a fee for service basis. These include outbound activities such as telephone calls and emails and participation in information days.
For further information on these services and pricing to internal and external clients please contact the Manager, Kerry Browning. Estimates of cost can be given once an initial brief for the work has been provided.