The Call Centre Journey: A Prospective student and an Existing student
Prospective Student (First-time applicant at CPUT)
First initiation: General information
▪ Requirements
Prospective students will call/email the Call Centre for assistance with the admission requirements. Agents will provide the prospective student with the relevant requirements and verify the prospective students results against the admission requirements of the university.
▪ Fees and payments
Prospective students will require the fees and payment options available for future studies. The Agents will provide the prospective applicant with the payment options available and assist them in getting a quote from the CPUT website.
▪ Bursary information
Prospective students will require bursary information. The Agents will provide the prospective student with information regarding available bursaries and provide them with contact details for the relevant bursar.
▪ Residence information
Prospective students will require information on available accommodation, accommodation fees, accommodation facilities, safety, and any other relevant information regarding accommodation. The Agents will provide the prospective student with all the relevant accommodation information.
Existing student (returning registered students at CPUT)
Registration
▪ Registration issues
Existing CPUT students (second, third or fourth year) usually encounter registration issues at the beginning of their academic year. Registration issues can include:
▪ Financial block
▪ Academic block
▪ International block
▪ WEBR status
▪ Modules codes / errors
TheCallCentreAgentswillassistexistingstudentsnavigatethe registration portal and identify their registration issue and advise on the appropriate course of action.
Financial Aid and Student Debtors
Existing CPUT students will engage with the Call Centre regarding their financial standing. Self-funded existing students will reach out regarding their student account balance, statements, debit order arrangements, and student fee discounts. Existing students who are bursary-funded will reach out regarding bursary payouts, allowances and updating of banking details.
▪ Recommendations
Prospective students need advice regarding programmes offered, upgrading options available if they do not meet the admission requirements, Open Day information and other first-year related information. The Agents will advise prospective students on all first-year related information.
The application process: First time applying at CPUT.
▪ Guidance on online application
Prospective students require guidance with the online application system. The Agents will guide prospective students while they are applying online.
▪ Uploading document
Once prospective students submit their online applications, they require guidancewithuploadingtherequired documents. TheAgentswillguidethe prospective students on the online portal (SOS) to ensure that applicants upload the required documents successfully.
▪ Updating of details (email, address, telephone)
Prospectivestudentsarerequired toenter valid biographical, geographical, and contact information when applying. However, these details might change after a prospective student applied. The Agents will assist, prospective students on how to update their information on SOS.
March/June/September/November Examinations
ExaminationswilltakeplaceinMarch, June, September and November and existing students will contact the Call Centre to assist and provide guidance relating to results, academic records, re-assessment and remark requests.
General
The Call Centre will assist existing students with general requests such as updating of personal contact, biographical and geographical information. Other general request can include transportation services, deregistration, IT-related services and student administration enquiries.
Overall Wellbeing
The overall wellbeing of existing students is important. The Call Centre will assist by providing relevant information and guiding existing students to contact the correct department. Services will include the Clinic to assist with health-related issues and the Student Counselling department to assist with individual counselling, career counselling, and academic support.
Extra-Mural Activities
CPUT has a wide variety of extra-mural activities that existing students can engage in. The Call Centre can assist existing students on their journey by informing them of all the activities that are available. They are welcome to join sports, culture, religious clubs or get involved with community engagement.
Residence applications
Once prospective students complete their academic application, they are welcome to submit a residence application if they require accommodation. TheAgentswillguidetheprospective studentsonSOS on how to complete and submit a residence application.
Application progress
Once the prospective student has applied at CPUT and applied for residence, the next step will be to track the application progress. The Call Centre Agents will assist prospective students with an application update. The updates will relate to:
▪ In process statuses
▪ Outstanding documents / information
▪ Application batches
▪ The application outcome timeframe
▪ Interviews required
Application outcome
Applications of prospective students will be considered within the faculties. Once a faculty has considered an application, the status will be updated. The Call Centre will provide guidance and assistance to prospective students relating to the outcome of their applications. The outcome of an application will be:
▪ Provisionally accepted
▪ Placed on waiting list
Graduation
The last step in the journey for existing students is graduation. Once they have completed their studies, they will be awarded with their qualification at a graduation ceremony. The Call Centre will assist existing students with graduation related information (dates, assistance with the retrieval of graduation invitation letters and schedules).
Final Selection/Outcome
Once the university receive the Final Grade 12 results, the final selection will be conducted within the faculties. The Call Centre will assist prospective students with the final outcome of their application/s once the status has been updated on the Tracking Service.
Registration
The last step in the journey would be once a prospective students receive their final outcome, and it has been approved. The Call Centre Agent will assist the student with the registration process. Once registered the student will start their academic journey at CPUT.