AskACU Project delivers excellent customer service

Published: Tuesday 20th October 2015

Message from Chief Operating Officer and Deputy Vice-Chancellor (Corporate Services) Dr Stephen Weller: The AskACU Project introduces a new approach to customer service across the University, delivering a coordinated and consistent student experience and an expansion of this service through a proactive student support strategy.

It also delivers:

  • a multi-channel contact network through phone, email, SMS, live chat, self-service, on campus and mobile App (including a staff priority line x8282)
  • revamped Student Centres to provide face-to-face campus based service in informal student centric spaces
  • consistent AskACU branding across all channels, ie signage, web, contact information, App, staff uniforms.

The project commenced in June 2014.  The national Contact Centre has been established in Melbourne.  New telephony and enquiry management software has been successfully implemented.  Staff training and development of comprehensive knowledge bases are ongoing.

The campus Student Centres will be transformed into new AskACU interactive spaces. First cab off the rank is Melbourne where the AskACU Centre will be repositioned to the ground floor of Mary Glowery by the end of this year.  New fitouts other campuses will follow progressively with four to be completed by the beginning of the 2016 academic year.

This is an exciting project and we will continue to communicate progress – watch this space!  Any questions can be directed to the AskACU Project Manager, x 3054 or provided via the anonymous feedback form.