Front Desk Handling

Front desk of operations plays a critical role in lot of functions. These desks are an important interface between Operations & students and Operations & faculty. Behavior of executives at these desks cratesa good/bad image of operations and CH. Since these two customer sets (Student and faculty) are entirely different in terms of their needs and expectations, The Front Desk is divided in two different desks. They are

Student Help Desk (SHD)

Faculty Help Desk (FHD)
5.1 Student Help Desk

This desk is very important in terms of its position since it deals with the customer directly. After taking admission in any of the course in CH a student is expected to come to SHD for all sort of academics and operational needs. Some of them are as follows:

    • For various type of registrations
    • To get some information
    • To clarify any communication
    • For any Suggestion/Complaints

Type of questions handled by SHD

    1. Seeking contact no. of Faculty.
    2. PCS, Interview and other reporting time which is not suitable for students want to change.
    3. Regarding permission in FLT, NATCAT and other session in other time slot.
    4. Are we not allowed little late?
    5. Request of extra session.
    6. Regarding increase frequency in session.
    7. Regarding session time changes.
    8. Regarding meeting with faculty (Any time).
    9. Regarding timing information about Batches, FCH, B-School and other activity or session.
    10. Regarding batch transfer.
    11. Regarding sit through permission in other batches.
    12. Regarding center transfer request.
    13. Regarding fee refund.
    14. Regarding problem with faculty in FCH, Classes and Other session.
    15. Regarding Drop-out material request.
    16. Regarding Irregularity in session.
    17. Regarding session recover.
    18. Regarding information about seminars and information about seminar conduction place.
    19. Regarding Faculty information that which faculty is taking session in FCH, B-School, Session, out side seminars and other session and activity which is taking by faculty.
    20. Queries about students which don’t know meaning of PI, PCS, Open session and other out side seminars.
    21. Request late allow in FLT, NATCAT, Open/Revision session, out side seminars and other session.
    22. Information about new alerts like seminars, holidays and other extra activity.
    23. Regarding Leave application.
    24. Query about these session which missing or committed but not taken in the batch.
    25. Query about the Feedbacks of parents as well as students.
    26. Student’s parents want to take information about students.
    27. Queries regarding changing time & schedule.
    28. Registration in Accelerate/Propel/mSuccess module.
    29. Information about testing batches.
    30. Testing is going to finish there queries regarding mSuccess batches
    31. Students want to know about duration of modules like: - Accelerate/Propel/mSuccess module.
    32. Queries regarding exam breaks.
    33. Information for any exam and Forms availability at CH.
    34. Come with dissatisfaction regarding quality of teaching in FCH, Open session and other session.
    35. Regarding batch time clashing with open/revision session/PCS.
    36. Regarding batch time clashing with college times.
    37. Regarding schedule related problem.
    38. Time increasing in FCH, B-school and other facilities which is extra providing by his/her module
    39. Want to know about today’s batch schedule and reporting timing on Phone.
    40. Queries students have not been informed about the changes in the schedule.
    41. Permission letter for late entry in the Hostels.
    42. Queries on phone regarding appointment with concern faculty, session and others.
    43. New students want to know about infrastructure of CH.
    44. Queries regarding lost I-Card.
    45. ueries regarding extra curricular activity like: - Diwali function, party for students and others.

    Apart from handling students the desk is responsible for lot of back office works. These works and there description are decided by team leader operation as per the occupancy of executives.

5.2 Faculty Help Desk:

This desk is also very important in terms of its position since it deals with the most intellectual class of our team i.e. faculty.  A faculty expected to come to FHD for all sort of academics and operational needs. Some of them are as follows:

    • Reporting for session
    • To submit non availability
    • To discuss any issues related to operations.
    • To get some information
    • To clarify any communication
    • For any Suggestion/Complaints

Most important part of this entire Desk and faculty is the differentiation of tasks i.e. faculty has to decide that what all issues should be taken with operations and which issue should go to HOD. This manual will help in understanding some of these issues

Type of questions handled by SHD

  • Request of extra session.
  • Regarding session time changes.
  • Regarding timing information about Batches, FCH, B-School and other activity or session..

part from handling faculty the desk is responsible for lot of back office works. These works and there description are decided by team leader operation as per the occupancy of executives.

Some of these tasks are as follows:
  1. Conduction of Sessions (Regular Sessions, PCS, Open Session, FCH, B School, Interviews )
  2. Coordination between Faculty and Planning & Coordination Team
  3. Notice Board Updations
1. Conduction of Sessions :

Regular session : these are the general classroom sessions. Thee session are conducted as per the plan. Now FHD is responsible for systematic conduction of session.

*In case of situation of Call-0ff center operations should try to engage the session by some test / activity or with the help of faculty.

2. Coordination between Faculty and Planning & Coordination Team
  1. If faculty does not come on time of the session the person at FHD will call the faculty.
  2. FHD Executive will also call to the faculty if there is any change in their session which were scheduled before.
3. Notice Board Updations

Notice board are regularly updated with notices of any change in the session or dates of PCS or interviews

Index