Return to search

Students' perceptions of interactions with the University of South Africa's contact centre.

M. Tech. Contact Center Management / The University of South Africa's (UNISA) main mode of interacting with students up to July 2011 was through the UNISA Contact Centre (UCC). The UCC supported the academic progress of students by answering questions ranging from admissions to graduation. A student satisfaction survey conducted in 2009 by UNISA's Bureau of Market Research among students revealed that the UCC was rated the most unsatisfactory service. On 29 July 2011, UNISA closed the UCC. The university therefore introduced new modes of interacting with students, including, among others, sms responses, email responses, telephone, MyUnisa and social media like Twitter, Facebook and YouTube. The aim of this study was to explore students' perceptions of interaction with the UCC. The major findings show that the majority of the respondents did not agree with the decision to close the UCC and that the majority of the respondents had positive experiences and ratings of the UCC indicating only a few areas for improvement.

Identiferoai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:tut/oai:encore.tut.ac.za:d1001532
Date January 2015
CreatorsSelloe, Sophie Regina.
Source SetsSouth African National ETD Portal
LanguageEnglish
Detected LanguageEnglish
TypeText
FormatPDF

Page generated in 0.0021 seconds