Welcome to

Introduction

• Service Point was created to address the student marathon for administrative services at McGill

• Our presentation will address employee life at Service Point as we continue to evolve through this integration

How do we do it?• Resources• Training• Service model

– the Team

Resources

• Systems:– McGill website– Knowledge Base (editable by all - wikipedia-style)

– Shared network folder– Minerva, Banner– Webtop– Qnomy ticketing system– Call Centre Anywhere– Heat email ticketing system

Training - Then• 12 weeks of training (Fall 2009)o Formal class room settingo 3-5 hours per weeko Subject specific & technical training

• Job shadowing at Student Accounts• Presentations by subject matter experts

from our partner units

Training - Now

• Huddles (group): weekly, to keep up with news, changes, problems, etc

• Refresher trainings (group): monthly, presentations and Q&A sessions with guest partner units or Service Point subject matter experts

• Coaching (individual): yearly, focus on both professional and personal development

• Learning from each other– Service Point Annual Retreat

Learning the lessons

The Frontline Team

• Service Representative– Clerical, tasks and interactions are more transactional– More phones, less front counter

• Service Professional– Student interactions are more involved, case management

includes file review, approving of requests– More front counter, less phones

• Senior Service Professional– Subject matter experts, liaison with other departments– Help with front counter and phones as needed

Some numbers

• During the 2012-2013 academic year, our team served 188,810 people

• On average, our daily volume is 400 phone calls, 350 emails, and 200 walk-ins

• On average, each agent has 50 unique interactions per day

A day in the life!Front 0 0 3 3 2 3 0

Phones 0 0 3 3 2 3 0Triage 0 1 1 1 1 1 1

8 to 9 9 to 10 10 to 11:30 11:30 to 1 1 to 2:30 2:30 to 4 4 to 5 WK TD WK TD WKFront Email

Julie Morning H

uddle

Tuesday Notes: Jessica and Anastasia guest speakers

Phone

0 0 0 1 1Andrew P3 P L P E 9 0 7.5 1 8.5Brenda O O O O O O 12 0 0 0 13Nicole O O O O O O 0 0 0 0 0

Julie

Kathy

Morning H

uddle

Linda O O O O O O 6 0 3 0 7.5Luke P F3 L P3 E 4.5 1.5 15 1 12Nadiene E P L P E 13.5 0 4.5 2.5 13.5Nathalie E L P E E 7.5 0 1.5 4 16

MC Grace O O O O O O 0 0 0 0 0

Kathy

Morning H

uddle

Demetra O O O O O O 0 0 0 0 0James O O O O O O 4.5 0 3 0 9Penny F P3 L E E 7.5 1.5 9 2.5 15Sarah E F L F E 3 3 6 2.5 9.5Sonia F3 F L F E 1.5 4.5 9 1 8Tiffany F L F F3 E 4.5 4.5 15 1 12

Morning H

uddle

Triage0 0 0 0 0

Maral T T T 0 0 0 0 0Sophie T T T 0 0 0 0 0

TriageM

anagers

Kathy E P 3 0 0 1 3Julie O O O O O O O 1.5 0 0 0 0Marcella P 3 0 1.5 0 0Curtis L F 0 1.5 4.5 0 0

Managers

Life at Service Point• Applicants (40,000+ per year)

– Trouble-shooting document submissions

• New admits (approx 5,000 per year)– May to October: teachable moment time

• Current students (39,000)– Holds: legal status, fee-related, academic documents– Course withdrawals & exam deferrals– Webforms (exceed credit limits, apply to graduate, withdraw

from the university, etc)

• Alumni, Third parties (including parents)– Information & documentation requests

Living the integration

• The Service Point Intersection– “Where can I drop off a body?” !!!

• Difficult to master all the material– Bookmark, bookmark, bookmark!

• Transactions are longer but more holistic– Employee has more knowledge to be able to point out potential

pitfalls to student re choicese.g. part-time status vs immigration status or scholarship eligibility

• Case management more hands-on– Agent name & scheduled appointments– Breakout rooms

• Peak season is continuous!

Q&A

Thank you!