Contact Centre

Victoria University New Student Contact Centre Streamlines Enrolment

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Victoria University (VU) has enhanced its enrolment process with the introduction of a locally-staffed Student Contact Centre near the University’s flagship Footscray Park campus. Initially outsourced in 2017, this new facility will remain at Footscray Park until its relocation to VU Whitten Oval in July.

The Student Contact Centre is designed to assist prospective and current students with enrolments and inquiries across TAFE, undergraduate, postgraduate, and international programs. The centre, which launched on May 13, employs a dedicated team of 52 staff members focused on delivering an exceptional customer service experience. This includes providing immediate conditional offers to prospective students.

For students, this is critical as the enrolment process is often criticised by students, particularly international students. The need to improve the processes and provide ample support to agents who are requiring professional development investment is key to the success of the contact centre.

During peak periods, the centre handles a high volume of interactions, receiving approximately 7000 calls, 5000 chat messages, and over 2000 emails each week. This substantial capacity ensures that students receive timely and effective support throughout their educational journey.

The establishment of this centre marks an important milestone for Victoria University, reflecting a commitment to enhancing the student experience and streamlining administrative processes. The dedicated team at the Student Contact Centre plays a role in facilitating smooth and efficient transitions for all students enrolling at VU.

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