Do you wonder who that voice belongs to at the other end of the phone when you call the main line, or who answers the emails sent to the info inbox?

The Contact Centre team keep their fingers on the pulse of Otago Polytechnic, and if they don’t have the answers, they know who does! Brent, Patty and Laura pride themselves on being approachable and helpful — no question is too small or too difficult.

This small but mighty team responds to approximately 600 to 900 emails per month, with a total of around 9000 emails answered every year. The volume of calls is higher, averaging around 1500 most months, with many more during the busy start of year, equating to about 20 000 telephone calls yearly.

Enquiries can come from ākonga, kaimahi, the public, government departments, learner’s families, and other education providers. The questions are as varied as the people who ask them, so alongside having a great depth of knowledge about facilities, programmes, departments and events, the Contact Centre team are often called to use their detective skills to track down answers.

What kind of questions can I ask?

Frequent questions relate to Studylink verification of study, application enquiries, general programme enquiries, and enrolment information. But the Contact Centre team thrives on the unusual and obscure questions that test their ability to connect information to the person who needs it.

“These ‘one-off’ questions help build our knowledge. From finding the showers on the campus, Mobility parking, resolving questions relating to the former Targeted Training and Apprenticeship Fund, we get it all in here!” says Brent.

The Contact Centre connects daily with almost all schools and departments across the Polytechnic, who help to answer more specific enquiries from ākonga, the public, government departments, parents, and other providers. They have great relationships across Learner Services – Student Success, Customer Services and the Service Desk – to keep the Contact Centre up to date with the latest news. 

How can I get in touch?

The Contact Centre is always happy to help. Opening hours are Monday through Friday, 8am to 5pm. They can be reached on 0800 762 786, the landline number 03 477 3014 or via email at info@op.ac.nz.

Our Contact Centre Team

Brent Hopkins (he/him) is the Team Leader of the Contact Centre and has been working in the role for over 15 years. He has a genuine passion for helping ākonga that stems from nine years spent working at a bank in student lending. “I most enjoy helping an ākonga who is lost for answers. It’s always fantastic to see someone move from confusion to a full understanding!”

Patty Klinpibul (she/her) is a Customer Services Representative at the Contact Centre. She began her job after graduating from Otago Polytechnic, an experience that helps her empathise with the learners who reach out to the Contact Centre. “The decision to pursue tertiary education is a significant one, and I enjoy playing a part in helping ākonga on their journeys.”

Laura Milne (she/her) is a Customer Services Representative at the Contact Centre. She brings a variety of customer service experience to her job, as well as being a former OP student. “I enjoy being able to help ākonga and kaimahi with anything they may need whether it’s transferring a call, giving directions, or helping with an application.