Service Name: University Switch Board Operator
Description:
The university switch board operator answers all incoming calls to Memorial University and transfers them appropriately. The operator also provides general information to callers.
How to request this service:
- Telephone: 709-864-8000 (or 0 if an internal call)
Who can avail of this service:
- Faculty, staff, students and members of the general public can avail of this service
Availability:
- 9:00 a.m. – 5:00 p.m. Monday to Friday (excluding holidays)
- Summer hours are 9:00 a.m. – 4:30 p.m. Monday to Friday (excluding holidays)
- There will be an answering service after regular hours, and an option to be transferred to security by pressing 0.
Response Times:
| Metric | Target (Measured Monthly) |
| Grade of Service (GOS): Calls | 95% of calls answered in 3 minutes |
| Abandon Ratio | <= 5% calls abandoned |
Processes and Tools:
- Caller phones 709-864-8000 (or 0 if an internal call)
- Caller is re-directed to the appropriate extension
Accountabilities and Key Roles:
- C&C’s Administration and Finance group.
Revision: April 2011
Service Owner: Finance & Administration - Debbie Earles, Manager
