- Who is Concentrix?
- Why are we outsourcing to Concentrix?
- How will these student services operate from Monday 4 April?
- Will the same people be there?Will they be based in the same place?
- Who will be based in the Concentrix main building?
- How will staff be impacted by these changes?
- How will I know who to contact about customer services?
- I pass appropriate administrative requests to Student Central, but what do I say to students now?
- How will I locate appropriate student advisors for each student?
- Who will look after applications for our programme? Who will administer PeopleSoft entry, communication with the applicants etc.?
- Who will understand the complexities for my particular programme?
- How will the interface between the work that Student Central, the Student Administrators work?
- Will one person do all that work?
- What is the current situation with contacting IMS?
- Do students have a named contact who they will deal with for all of their student service enquiries?
- Who can I contact if I need to speak with Concentrix?
- If I have admissions paperwork, like a Variation of Enrolments (VOEs), where do I send this?
- I have heard about the new Knowledge Management System (Wiki) that Concentrix has implemented to help support Customer Services – can I have a look or get access to this?
- Why have I been sent back the admissions paperwork / documentation I sent to Concentrix?
- Who can I contact if I have any questions relating to these services?
Concentrix is a customer engagement company that has been providing services to major global and national clients from Unitec’s campus in Mt Albert for nearly three years (originally as IBM, and Concentrix for the last 18 months). Concentrix is an organisation completely focused on the customer, with a proven track record of providing clients with:
- Resource Flexibility
- Omni channel experience (a single customer experience across multiple channels)
- Robust and measurable Service Levels
- Implementation of a robust Knowledge Management System
- Lower operating cost model
- Customer focused culture
- Mature continuous improvement structure
- Quality Assurance controls
- Thought leadership in the area of customer engagement
Our existing partnership with Concentrix has delivered exceptional results with over 300 students currently employed in part time and full time roles at the Delivery Centre. It now makes sense for us to partner with Concentrix to deliver some of our student services as they are specialists in customer-centric service provision. The proposed partnership will ensure our students get the best customer services possible while allowing us to focus on our core business.
Why are we outsourcing to Concentrix?
Partnering with Concentrix to deliver some of our student services will ensure our students get the best customer services possible while allowing us to focus on our core business.
We are implementing the new model for student services in three phases. The first phase proposes the creation of a new single customer services team made up of many of the existing Student Administration, Student Central and IMS Help Desk functions, as well as some new functions. It is then proposed that the Customer Services function be outsourced to the Concentrix Delivery Centre at Unitec’s Mt. Albert campus.
As part of the assessment of the best operating model for the delivery of customer services, a number of options were assessed against criteria for Quality and Customer Service Improvements (‘Would it improve the student experience?’), operational efficiency (‘Would it provide better value?’) and economic business case and risk management.
This process found that implementing the future state model with the outsourcing of Customer Services to Concentrix was the model that would provide the best improvement for students while also meeting or exceeding all of the other evaluation criteria.
How will these student services operate from Monday 4 April?
Student Services will be operating as usual in the normal locations at each of our campuses. Student Finance Office will be moving to Building 60, alongside the Graduation Office.
Will the same people be there?
You’ll see many familiar and some new faces at each of the sites.
Will they be based in the same place?
Student Services will continue to be delivered at the current Student Central sites at all three campuses.
Who will be based in the Concentrix main building?
All of the Customer Services team will be based in Unitec buildings and locations. From time to time for training and/or Concentrix meetings, you may see Customer Services staff heading out to Building 172.
How will staff be impacted by these changes?
These changes won’t impact everyone, but some people’s roles will be affected. We’ve already met with these people to talk through the changes and the impact they’ll have on their day to day roles.
How will I know who to contact about customer services?
We have developed a Wiki which captures all of the changes to our customer service processes as well as the contact details for the different services. The Wiki has been shared with Programme Leaders and will be available for all staff shortly.
I pass appropriate administrative requests to Student Central, but what do I say to students now?
The new team will perform the same processes as what you (and your team) had used as before with regards Student Admissions. The prime difference is that there will be some new and some familiar faces providing this service. You can direct your students to the same locations as before.
How will I locate appropriate student advisors for each student?
They will be in the same locations as before. There may be new extension numbers and new voices at the other end of the phone.
Who will look after applications for our programme? Who will administer PeopleSoft entry, communication with the applicants etc.?
Marion Macneil has been working with the new team to confirm the programme administration contact points. The new team will continue to administer the same processes as before. However when you have a question and if Marion is not available for any reason, you can contact Daniel Rawling (the new Operations Manager). All the new teams have been trained in the processes and systems. In addition, Unitec has a team of SMEs supporting the transition over the next two weeks.
Who will understand the complexities for my particular programme?
Each programme does have its unique characteristics and the Unitec Subject Matter Experts have gathered and captured most of these details (Programme Info). This programme information is recorded in the Knowledge Management System (“Unitec Wiki”) which you will have access to from next week. More details in this regard are to follow later this week. Essentially the Wiki enables anyone across Unitec to access and reference the proper process.
Once again, if you have any queries or issues you can contact Daniel Rawling.
How will the interface between the work that Student Central, the Student Administrators work? Will one person do all that work?
Student Central and Student Administration will continue to operate in the same way as before. There are a team of Customer Service advisors who will work together to manage enquiries, administer admissions and provide the initial customer service (including IMS Help Desk functions) to our students. There are clear process handover and escalation points – this will be captured in the Wiki.
What is the current situation with contacting IMS?
A number of staff were having problems accessing IMS services earlier in the week. This has now be resolved and IMS can be reached through all of the usual channels. However, they are working through a backlog of requests so can we please ask that you bear with us while these get sorted.
Do students have a named contact who they will deal with for all of their student service enquiries?
The single point of contact process and approach has yet to be implemented as the underlying technology (ORM) is still being developed. For now students will continue to engage with the Customer Services team in the way they have done since the start of the year.
Who can I contact if I need to speak with Concentrix?
Concentrix is supporting all of the same contact options as before but please note that if you previously had a specific individual extension you always rang, these are not valid moving forward. As part of the Unitec’s new delivery model, all of the team can support all general enquiries
If you have a matter that you need to escalate, then please contact Daniel Rawling (Concentrix Operations Manager on 021 067 5591 or drawling@unitec.ac.nz) or Jay Curtis (Concentrix Account Manager on 021 243 0440 or jcurtis@unitec.ac.nz).
If I have admissions paperwork, like a Variation of Enrolments (VOEs), where do I send this?
There are a number of options available to you (summary table below)
- You can email the scanned documentation to studentadmin@unitec.ac.nz. If you have a lot to be processed, please only attach up to 10 documents per email to help with work allocation and tracking. Once the email has been sent, you can dispose of the original copies in a confidential bin. Concentrix will print out the PDFs for processing and archiving.
- You can pop into any of the centers (Northern, Student Central 3, The Hub and Waitākere), and the team can process it there for you (We’ve had an example of a lecturer and student coming into the Hub together with the required paperwork and the team were able to completely process the VOE)
- And finally, as the last option, you can pop into Level 2 at Building 183 (same working space as the Sports Department) if you need to drop of the paperwork due to the complexity of the request.
| Document Source From | Document Type | Send To | Escalate Issues To |
| Department | Electronic Student Files eg VOEs, re – enrolments | studentadmin@unitec.ac.nz | sctls@unitec.ac.nz |
| Department | Hardcopy Student Files | Any of the Student Central Locations and B183 | sctls@unitec.ac.nz |
| Incoming Student/Customer Enquiries (received by departments) | study@unitec.ac.nz | sctls@unitec.ac.nz | |
| Concentrix contacting anyone within the faculty | As per the contact list within the Wiki | tier3escalations@unitec.ac.nz |
I have heard about the new Knowledge Management System (Wiki) that Concentrix has implemented to help support Customer Services – can I have a look or get access to this?
As part of the Blueprint Project, we are planning to roll out access to this Wiki to all Unitec staff members starting next week (11 April onwards). The intention is for all of Unitec to have visibility of this key information so anyone can, in addition to being able to contact the team, find the answer ourselves.
Why have I been sent back the admissions paperwork / documentation I sent to Concentrix?
To help ensure we are delivering a high quality of service to our customers, we have instructed the Concentrix team that they must follow the processes as defined (and approved by Unitec) within the Wiki. This means that if paperwork or supporting documentation comes through without the required information, the team will need to return it clarification. We ask that for your understanding as we all have a part to play in the process to ensuring consistent delivery of service.
Who can I contact if I have any questions relating to these services?
For Unitec enquiries, please contact Craig Eaton from the Change Team on 021 211 5292.
If you have a matter that you need to escalate, then please contact Daniel Rawling (Concentrix Operations Manager on 021 067 5591 or drawling@unitec.ac.nz) or Jay Curtis (Concentrix Account Manager on 021 243 0440 or jcurtis@unitec.ac.nz)