Student Support Stepping Stones! by Merry Sae-Lam

Day 1: Meet the Teams + E-Learning

M_SaeLam — 2021-08-26 11:06:14 UTC

Meet your teams and team leaders on level 1, have a tour of the contact centre floor and the building then complete paperwork and induction modules for HR in the afternoon on Level 5.

Day 2: Active Listening Coaching

M_SaeLam — 2021-08-26 11:07:46 UTC

Attend coaching sessions with your assigned buddy on level 1 to listen in on the student support calls. You will be sitting with them the whole day so feel free to ask them any questions.

This gives you a taster for what types of calls to expect. You will also be able to see what parts of the course catalogue you can give students information from to support them. A majority of your product knowledge for HECS, CSP and types of courses will come from the catalogue.

Day 3: Identifying QA + Mandatory Scripting

M_SaeLam — 2021-08-26 11:10:11 UTC

Sit in with your trainer on Level 5 for today's facilitated sessions with case studies about QA, legislation and mandatory scripting.

A QA agent will also be a guest speaker to discuss the importance of how calls are monitored, university legislations and the consequences of not adhering to legislations.

Day 4: Active Listening + On The Phone Coaching

M_SaeLam — 2021-08-26 11:14:23 UTC

You will be seated next to your buddies from Day 2 and for the first half of the day you will be actively listening and taking notes.

After lunch you will be set up to be taking calls with coaching! It's ok if you are unsure about anything - your buddy will be available the whole time to help you.

Day 5: Active Listening + Assessment Quizzes

M_SaeLam — 2021-08-26 11:26:51 UTC

Today in the morning you will be with your buddy again actively listening in and taking notes.

In the in the afternoon you will be assessed via roleplay and e-learning on what you remember from your coaching sessions so we can see how much support you may need to be on the phones on day 6.

Day 6: 1st Day of Student Support Calls!

M_SaeLam — 2021-08-26 11:28:45 UTC

Today is the day! You will be seated next to your buddy and near your team leader and you will take calls all day independently.

In the event that you need help please grab your team leader to assist you with any questions you are unsure about.

Month 2: Career Planning and Coaching

M_SaeLam — 2021-08-26 11:33:05 UTC

On an agreed date a QA Agent, team leader or senior support staff will sit with you for half the day and coach you through your calls and give you feedback on how you are going.

After lunch your team leader will have a meeting with you and discuss your feedback and career goals with you.

Month 3: Career Planning - End of Probation!

M_SaeLam — 2021-08-26 11:35:19 UTC

Each week from now on your team leader will sit down and discuss your QA feedback and career plan progress with you and see if you want to do additional training to help you reach your career goals.

Some of you may be better suited to outbound sales with commissions, or retentions instead of inbound student support. Some of you may be better suited to livechat rather than phone calls. Your team leader will discuss with you what they've observed and the options you have.

M_SaeLam — 2021-08-26 11:38:05 UTC

Housekeeping and Support

M_SaeLam — 2021-08-26 11:45:11 UTC

Bathrooms: 1st, 3rd, 5th and 10th floors.
First Aid Kits: Every floor has a WHS warden, speak to your team leader immediately if you injure yourself
Training Rooms: 5th floor (Please contact 0403 556 677 or training@open.edu.au if you are late!)
Best food + coffee nearby: Collins Square, Goz City, Fishbowl Poke, Home Juice Bar and Harvest Juice Bar