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Successful Results Helpline for Offer Holders

ISG helped the University stand up a Results Helpline for undergraduate offer holders to ask questions and receive advice.

On August 10th-12th 2021 the University, supported by the ISG project team, provided a Results Helpline for undergraduate offer holders. Initially, the University planned to open a Clearing call centre too but the decision was taken during the project that the University would not enter Clearing 2021.

Woman on phone in front of laptop

The Results Helpline provided offer holders with a defined route to get the advice and help they needed as their A-Level and SQA results were confirmed. This supplemented coordinated communications through direct emails, social media and the University website which provided consistent and clear information for applicants before, during and after Results Day.

The project built on the experience and lessons learned from previous years and has established revised ways of working that can be used in future projects.