The National Student Financial Aid Scheme (NSFAS) has taken a decision to capacitate its Contact Centre to allow better customer experience for students and prospective beneficiaries.
The decision followed a huge influx of calls experienced post 2019 application cycle; with students enquiring about their application outcomes, appeals and disbursement of allowances.
“We received many complaints and negative feedback from our external stakeholders – DHET, students, institutions, and Vuvuzela hotline fielding calls/complaints from students who are not able to come through the contact centre. We thus needed an increase in staff capacity to be able to deal with the extra calls” said Winnie Phillie, Contact Centre Manager.
The additional contact centre agents will be assisting by dealing with calls,on a contract basis, until the end of the peak season; which is March 2019.
Between 01 December 2018 and 31 January 2019, we handled 141,826 out of 250,871 calls that came in, of which 109,045 were abandoned (unanswered). “The biggest challenge was not being able to meet our service levels, which says we must answer 80% of calls in 20 seconds. Not answering the calls meant we had to deal with frustrated and irate callers” Phillie added.
The improved service level is aimed at strengthening and generating a happy relationship between NSFAS and its stakeholders.
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