The Student Enquiries Centre successfully launches its telephone service

It’s been an exceptional first term for the Student Enquiries Centre, the team resolved over 10,000 askUCL enquiries and launched our very first telephone service.  Students and alumni can now phone us to get updates on their askUCL enquiries, request support in logging enquiries on askUCL and find out how to access the different services available at UCL.

 In term 1, the Student Enquiries Centre accepted 1,968 calls. 96% of calls accepted by staff were from current students, 3.75% from alumni and 0.25% from third parties.

The top telephone queries received were:

• How to obtain a transcripts and degree certificate
• How to complete module selection
• How to interrupt, defer or withdraw from studies
• How to request a statement of student status or statement of award
• How to complete pre-enrolment and enrolment
• How to pay tuition fees  

95.5% of calls were picked up by SEC staff in 20 seconds and the average wait time was 12 seconds.

89.5% of calls were accepted. The team has recently recruited 6 new staff members; this should help towards our aim to increase call acceptance rate to 95% and above.

We’ve received some lovely comments from callers since launching the telephone service:

Research Degrees student Manqi Wang said:

“I want to thank Helen gratefully for helping me contact the Student Records Team…She always answers to the phone patiently and politely. With her generous assistance, my enquires have been solved very smoothly.’

Sultan Ali from Prince Visa service said:

“I just want to send my compliments for your team member by the name of Ms Kerry Bivand…I explained the situation to Kerry and she took full ownership of the issue and saw it through to completion. I thank you and her for the amazing service you are providing. My kindest regards and compliments to your entire team.”

The Student Enquiries Team are responding to askUCL enquiries Monday-Friday 9am-6pm and we continue to be available on the phones from Monday, Tuesday, Wednesday-Friday 10am-4pm & Thursday 11am-4pm on 020 3108 8836.