“We are no longer just competing with other education providers. We are also benchmarked against every other service interaction a student has – their bank, gym, favourite online shopping site, internet provider or energy company”, said Chris Mumford, Director of Customer Experience.
“So, if we are serious about becoming known as the global university that puts student happiness at the core of our business, we have to provide our students with a quality experience regardless of where they are in the world”.
Two new service hubs provide around the clock support to students
In December 2021, Torrens University Australia opened two new service hubs – one in Hyderabad, India, and one in Cali, Colombia, in addition to the existing service hub in Adelaide – providing students with access to information and support 24 hours a day.
“Over the past two years, Torrens University recorded a huge increase in our number of offshore students, with more than 2,000 students now studying offshore online, so this is a game-changer for those students. It means that they can access support around the clock in a variety of languages,” said Chris.
“We are the only higher education provider in the country that can offer its students this level of support.”
Students define their own experience
Since the new service hubs opened in December 2021, they have fielded more than 3,000 calls – a number that is expected to increase rapidly now that the new academic year has commenced.
“We are providing our students with an opportunity to define their own experience with us – not just in terms of the course or subjects they choose, but also in terms of the channel, time and language they use to contact us for support.
“This is just the beginning though – we are scoping locations to create more service hubs, and making additional services available outside of standard Australian operating hours,” said Chris.
“This initiative, along with some exciting changes to the Student Hub and the launch of a new Omni Channel platform, will allow us to move from a generalised view of the student experience to a richer, more personalised view. In doing so, we will set a new benchmark in the higher education industry - both nationally and globally – marking us out as the University of the Future.”