CPUT Call Centre Journey

The Call Centre Journey: A Prospective student and an Existing student

Journey: Prospective Student

Journey: Existing Student

First Initiation: General Information

Registration

The Application Process

Financial Aid and Student Debtors

Residence Applications

Examinations

Application Progress

General

Application Outcome

Overall Wellbeing

Final Outcome

Extra-Mural Activities

Registration

Graduation

Prospective Student (First-time applicant at CPUT)

Existing student (returning registered students at CPUT)

First initiation: General information ▪ Requirements

Registration ▪

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.

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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.

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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.

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

The Call Centre Agents will assist existing students navigate the 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 Prospective students will require information on available student fee discounts. Existing students who are bursary-funded will reach accommodation, accommodation fees, accommodation facilities, safety, out regarding bursary payouts, allowances and updating of banking details. and any other relevant information regarding accommodation. The Agents will provide the prospective student with all the relevant accommodation information.

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Residence information

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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

March/June/September/November Examinations Examinations will take place in March, 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.

Prospective students require guidance with the online application system.

The Agents will guide prospective students while they are applying online. Overall Wellbeing ▪

Uploading document

The overall wellbeing of existing students is important. The Call Centre will assist by providing relevant information and guiding existing students to Once prospective students submit their online applications, they require contact the correct department. Services will include the Clinic to assist guidance with uploading the required documents. The Agents will guide the with health-related issues and the Student Counselling department to prospective students on the online portal (SOS) to ensure that applicants assist with individual counselling, career counselling, and academic upload the required documents successfully. support.

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Updating of details (email, address, telephone)

Prospective students are required to enter 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.

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. The Agents will guide the prospective students on SOS 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.