Managing reception during enrolment
Every new academic year, the registry receives more people in a few weeks than in the rest of the year. The same questions come back, files arrive incomplete and queues spill into the courtyard. Here is how to prepare for that peak.
1. Answer questions before people travel
Most visits are to ask a question: documents required, fees, dates. Publish the answers on the website and reply on WhatsApp and in the website chat: every question settled online is one person fewer in the queue.
2. Receive files online
An online submission with a document checklist and a reference lets staff check files before the counter visit. Students only travel for what really requires it, with a complete file.
3. One queue per task
Enquiries, file submission, payment, card collection: separate the tasks, each with its counters and tickets. The waiting-room screen shows the numbers called, never names.
4. Offer time slots
For long procedures, offer appointments by programme or by day. Arrivals spread out and staff know what to expect.
5. Keep a record of every visit
Who came, for which task, what was missing from the file: this record avoids starting over at the next visit and gives the figures to prepare next year.
6. Prepare next year with your figures
- Peak days and hours
- Most frequent questions
- Incomplete files by missing document
- Waiting time per task