Chris Costley is the Global Network Operations Director for IDP based in Melbourne, Australia.He is a Senior manager with diverse and solid generalist experience across consumer sales and service, consumer back office operational support, contact centres, IT service delivery, IT help desks and global operations management. Chris has worked for large multi-national telecommunications companies, IT services organizations, consumer pay TV, consumer office goods and insurance retail environments.
Chris has been at the heart of supporting the transformation of IDP from an Australian-centric student recruitment business to the multi-destination recruiter that is IDP today.
Chris has seen the ‘cradle to grave’ deployment of our multi-destination operational capability from process redesign, systems requirements analysis through to build and deployment of our current operational capability.
Chris was born in New Zealand and is now permanently based in Australia.
What is OSCAR?OSCAR stands for the Overseas Student Central Advice Resource and is the core operating platform that all counsellors, office managers and leaders in IDP use to manage our global student recruitment business. OSCAR manages and tracks students from their first interaction with IDP through to departure to their institution of choice.
The ‘tag line’ of is “If its not in OSCAR it never happened” which means that all our customer information from start to finish is recorded in OSCAR, it is at the centre of all we do.
How does it help our clients?It provides information about any student at any stage of the sales process connected in a consistent manner across all our offices.
Through the forthcoming client portal we provide clients with access to our online Knowledge Base that is used by counsellors to provide institution and course recommendations through our proprietary ‘matching tool’. This matching tool ensures that all clients get a fair opportunity to be ‘matched’ as its filters are driven by student needs as identified by our expert counsellors.
Finally all interactions between IDP and our clients are tracked within OSCAR which provides excellent track and trace abilities for any audits or review that may need to occur from time to time.
How do our students benefit from the student portal?
They are able to access our Knowledge Base for self-learning and enquiries about the institutions/courses they are applying for. They can track the status of all applications, connect to any upcoming events that IDP are running as well as contact their counsellor online at any time.
What is the feature that you're most pleased with?It’s a close debate between matching and task allocation, but I will opt for task allocation.
We can set a follow up task for a student, the system notifies the student of the task and then auto reminds the student the day prior to the task being due. This is great when setting up appointments or things the student needs to do between counselling sessions.
Where do you see OSCAR heading in terms of its development?We want to take the system mobile into hand held devices and try to socially connect to our students integrated within the OSCAR platform. This is a future state that would be very beneficial assuming of course we can get some budget!