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May 22, 2017Read More
Campus Living Villages (CLV) has been awarded for providing an industry-leading level of customer service to prospective student residents.
The Excellence in Customer Service Award, presented by the Australasian Association for College and University Housing Officers (AACUHO), highlights CLV’s success developing a multichannel Customer Contact Village (CCV) dedicated to assisting prospective residents.
The CCV project is part of “Student First” – a regional initiative to put the student experience at the forefront of everything CLV does.
A first for the global business, the CCV channels student enquiries through a team of customer service agents who offer tailored assistance and reduced response times through phone, email, live web-chat, and a 24-hour self-service online help centre.
“The CCV was recognised by the AACUHO Awards Judging Panel for being an effective, dedicated support channel for prospective residents, and for its impressive customer satisfaction rating of 97%,” said CLV’s Chief Executive Officer, Australia and New Zealand, Michael Heffernan.
“We are very proud of the work our team is doing to assist students through the process of choosing their accommodation, during what could be a complex and overwhelming time for them,” Michael said.
In just a short time, the work of the CCV has had the desired impact on performance. Two of CLV’s villages, UNSW Village and Macquarie University Village, attained 100% occupancy for Semester One 2016, significantly sooner than previous years.
In addition to providing a dedicated support channel for prospective residents, the CCV has also freed up on-site staff to focus on creating an excellent customer experience and build loyalty amongst current residents across Australia.