1. Welcome to

2. 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

3. How do we do it? Resources Training Service model – the Team

4. 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

5. Training - Then 12 weeks of training (Fall 2009) o Formal class room setting o 3-5 hours per week o Subject specific & technical training Job shadowing at Student Accounts Presentations by subject matter experts from our partner units

6. 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

7. Learning the lessons

8. 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

9. 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

10. A day in the life!

11. 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

12. 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 choices e.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!

13. Q&A

14. Thank you!