University of Technology, Jamaica 98 y Linkedin – 19.5% (up from 22,126 to 26,539) y Youtube - 156% (up from 61 to 156) Fig. 2: Bar graph shows the University’s Facebook account saw the most growth over the reporting period. Fig. 3: Pie chart shows University’s Facebook has most subscribers across social media platforms. OFFICE OF THE CUSTOMER SERVICE ADVOCATE The Office of the Customer Service Advocate (OCSA), established in August 2010, continues to create a culture of excellence through the training of staff in the principles of customer service. The Office is committed to ensuring that operational procedures and processes are relevant, practical and effective when serving our customers. The introduction of a Call Centre in 2018 has enhanced the OCSA delivery of customer service at the highest level. The OCSA has also enhanced the customer service experience across all channels, in person and otherwise. To this end, the Office continues to engage in various activities on the campuses, including mystery shopping, as well as customer service training. Major Achievements Call Centre The Call Centre is staffed by (10) ten agents (two permanent staff and eight Expanded Earn and Study students). The Call Centre was implemented to improve the University’s accessibility via telephone. Statistics collated from the Basic Call Centre Monitoring System (BCMS) indicates that the University is operating within industry standards. Customer Service Charter Sensitization sessions were completed during Staff Development Week and Customer Service training in Montego Bay in June 2019. The proposed launch of the Customer Service Charter to be held during Customer Service Week in October 2019 was postponed. New Initiatives Student Relations Management System (SRMS) The Office of the Customer Service Advocate (OCSA) embarked on providing support to the Student Relations Office to rollout the Student Relations Advancement Division Cont’d. 124 Fig. 2: Bar graph shows the University’s Facebook account saw the most growth over the reporting period. Fig. 3: Pie chart shows University’s Facebook has most subscribers across social media platforms. OFFICE OF THE CUSTOMER SERVICE ADVOCATE The Office of the Customer Service Advocate (OCSA), established in August 2010, continues to create a culture of excellence through the training of staff in the principles of customer service. The Office is Members of staff participate in a Customer Service training workshop being led by Ms Alecia Baines (standing), Customer Service Officer. 124 Fig. 2: Bar graph shows the University’s Facebook account saw the most growth over the reporting period. Fig. 3: Pie chart shows University’s Facebook has most subscribers across social media platforms. OFFICE OF THE CUSTOMER SERVICE ADVOCATE The Office of the Customer Service Advocate (OCSA), established in August 2010, continues to create a culture of excellence through the training of staff in the principles of customer service. The Office is
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