I’m on one of the faculty clearing lines, there are few calls coming in, its really quiet.
When I rang our 0800 number, I was on hold for almost two minutes, being told “we are experiencing a high call volume, please hold” and I had that message 4 times.
When I rang Wolverhampton Uni the call was answered in 1 ring, Derby within 10 seconds. Why do we take almost 2 mins when all the operators are free?
This year’s Clearing hotlines were set up to enable us to manage the expected weight of calls based on last years experience.
This proved to be appropriate for the 1st day of clearing. Early on friday morning, it became clear that the volume of calls was reducing significantly, and the system set up would no longer be suitable.
This was noticed by a number of members of staff in the clearing centre, an immediate response from IS staff enabled the telecoms system to be reset very quickly.
An additional phone number was also advertised on our website and elsewhere, so that mobile phone callers had more options to contact us.
The whole clearing operation relies on effective teamwork and problems like this are therefore resolved very quickly.