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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 public

Availability:

  • 9:00 a.m. – 5:00 p.m. Monday to Friday (excluding holidays)
  • Summer hours: 9:00 a.m. – 4:30 p.m. Monday to Friday (excluding holidays)

Response Times:

Metric Target (Measured Monthly)
Grade of Service (GOS): Calls 95% of calls answered in 2 minutes
Abandon Ratio <= 5% calls abandoned

 

Processes and Tools:

  • Call 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.

Key Performance Indicator:

  • call distribution and calls handled within service level agreement(within 60 seconds).

Revision: March 2014
Service Owner: Manager, Finance & Administration

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