In a first for its global operations, Campus Living Villages (CLV) has created a multichannel customer service centre, the Customer Contact Village (CCV), to provide an industry-leading level of support to prospective student residents. The award-winning project is part of “Student First”, a regional initiative to put the student experience at the forefront of everything the business does.
The CCV, located at the Sydney head office, channels enquiries through a team of customer service agents who offer dedicated assistance and reduced response times for prospective applicants.
The project was the culmination of seven months of staff consultation, which found that village-based staff:
• Faced time constraints in their roles
• Were conflicted between responding to new enquiries and serving existing residents
• Required more specialised sales skills to sufficiently support and convert customers
• Lacked a central record of customer details, resulting in confusion and missed communication opportunities
A customer relationship management system (Zendesk) was implemented to allow the CCV to assist customers by phone, email, live chat and an online help centre. Each customer has a single profile where all communications are recorded, enabling agents to view conversation history and provide efficient support.
Staffed from Monday to Saturday, the CCV offers extended hours of operation and an extra level of convenience for those unable to call during work or school.
A team of up to 15 agents staff phones and email on a rotating roster. Agents are all specialised for all Villages, ensuring they are able to respond accurately to enquiries unique to each site. A dedicated staff member proactively calls new applicants to welcome them to the community, answer questions and follow up on offers.
During operational hours, website visitors are greeted by a live chat window that enables customers to receive immediate responses. This has helped customers make decisions faster, encouraging earlier applications and improving occupancy results.
To assist customers outside of operational hours, the CCV maintains an online help centre via Zendesk, where content can be added and updated based on common questions encountered by the team. Recently viewed and related articles at the bottom of each page help visitors navigate through the site. New
questions are added regularly, creating an ever-growing collection of searchable village information that is tailored over time.