You spoke...we listened

28 OCTOBER 2016

Well done to more than 90% of the 126,000 Victorian teachers who submitted their online tasks by the 30 September deadline!

This is a significant increase on last year’s figures, particularly among those teachers who were due for their five yearly National Police History Check.

Reducing the red tape

This year we responded to teacher feedback by introducing measures to simplify the National Police History Check process, and this has clearly proven beneficial for teachers!

The simplification of the NHPC process is the first project in a large-scale effort to reduce time spent on paperwork, making it easier for teachers to maintain their registration.

Not only have more teachers renewed on time in 2016, but the call centre has handled significantly lower numbers of enquiries than in previous years.  

The figures below show a 26% increase in our Grade of Service. Grade of Service is an internationally recognised measurement in the Call Centre industry, describing the percentage of calls answered within a specific time frame. At VIT we aim to answer 80% of all calls, in a working day, in 20 seconds or under (accepted global benchmark for customer service enquiries). This year we achieved 93% - a fantastic result for us all!

Thank you for your continuous feedback! We’ve noticed the difference, and it’s clear you have too!

Over the coming years, VIT registration processes across the board will be streamlined to focus on quality customer service, leaving teachers with more time to apply to the education setting.


call centre stats