Reading through the threads has been most beneficial to me! We require sensitive information such as birthdates and Social Security numbers and asking "Would it be OK to get some more information?" seems less threatening than outright asking for the information. Also, instead of asking if they have a college degree, "tell me about your previous educational background" is a great conversation starter.
Rose, Thank you for sharing your process! After reviewing your process, what are some things you identify that can be improved upon?
Dr. Jean Norris
We are an online college. We respond to internet leads by first calling the prospective student. We leave a message if we are unable to reach the student by phone. When the student calls back, we ask how they became interested, explain the program they are inquiring about. We are seeing if our program would be a good fit for them. Our program is a niche one. We follow up by sending informational materials via email. We then phone to see if materials were received and reviewed. We answer any questions they may have regarding our programs. Improvements I would like to see are more leads!
Gambel, If that change cannot be made, how would improve the current process?
Dr. Jean Norris
Our inbound call process is a litle different than most campuses. We currently do not have a front desk person so any one of our staff members will be answering the phone. All are trained to get the caller's contact information and let them know they are being transferred to an Admissions Rep that can further assist them.
The main improvement I woud like to see made is that we are able to get a front desk person.
Tyler, Excellent! That is exactly correct. Asking questions and allowing the student to inform you is key. Nicely done!
Dr. Jean Norris
Deborah, Definitely; however you mentioned that the caller loses interest. So, what tools can you provide your receptionist to keep the meeting positive long enough to transfer the call to an admissions professional?
Dr. Jean Norris
I think it would give me more of an angle to deliver the information that is important to them instead of giving them all of the information and overwhelming them as well as lessening the value of an appointment by giving to much information over the phone.
Well since the receptionist is not licensed to speak about the programs in detail, it is best to transfer them to admissions to remain compliant.
Tyler, I like where you are headed! How would allowing the student to tell you more about themselves help you in giving information?
Dr. Jean Norris
Currently: Receive the call from the front desk. Pick up the call with enthusiasm and begin small talk about there day or area they are from. Start to gather lead specific information. Ask probing questions. Give information. Ask for questions regarding information given. Set appointment.
I would like to improve in the way I give the information. Use more breaks in giving my information to allow more of a conversational tone to the phone call instead of an informative tone.
Deborah, That is great awareness. What are other tools you can give your receptionist to manage these calls?
Dr. Jean Norris
We are not receiving many incoming calls lately due to a change in advertising and we all know each one is golden. If a caller is asking for a program we do not offer, for example CNA or LPN, I have heard the receptionist say no we do not, we offer MA and then hang up because the caller has lost interest. I need them to stay positive, and pass the call to admissions who can handle that question in a positive/productive manner.
Chelsea, That is a great goal! What does your current process look like and how can you improve it to set more appointments?
Dr. Jean Norris
I would like to book more appointments.
Brenda, That is a great idea. Then you can discover when/if students are not responding to your call center and see what changes can be made then. Thank you for sharing!
Dr. Jean Norris
When a caller calls us, they reach an automated attendant that allows them to select from a list of menu choices, a spell by name directory or to stay on the line to be connected to an attendant.
The menu allows them to select from the following options; training, to schedule a tour, for registration or financial aid, or for bookstore. Each level, including the attendant, has multiple people available to answer those lines.
Since the calls are routed through an automated attendant, we don’t utilize a call log.
An improvement that we could make is to utilize the contact manager in our scheduling software that will allow reports to be generated for tracking purposes.
It sounds like you and your partner have a great plan, Sally! It is great that you are aware of how you answer the phone, and the importance of giving each person on the phone your undivided attention. What are some specific things you will do to improve your phone calls?
Dr. Jean Norris
Sally, Thank you for sharing. You bring up a great point about people's busy schedules and how they prefer to get their information. Each student/perspective is different, and it's essential to meet them where they and give them information they way they prefer it.
Dr. Jean Norris
Our phone process varies depending on the customer’s needs. All calls are initially greeted with an automated operator system. The caller can dial the wanted extension, select a department or prompt to the operator. If a caller prompts to an operator, dials my extension directly, or dials my department I, along with other office staff members, answer the call or transfer it to appropriate department. We are a small organization that requires a lot of team work to make these calls user friendly for the customer. As we are answering calls we are also greeting and directing customers at the front desk. The ability to answer all questions without transferring and with full attention depends on foot traffic volume, call volume, work load, and staffs ability to offer each other backup. My coworker and I have devised a phone answering schedule to determine who answers in the morning and afternoon, rotating mornings and afternoons daily. This allows for us to concentrate fully on other tasks and gives us a small phone break.
My main goal is to improve customer service. I would like to improve my attention span while on the phone and give the customer my full attention. I would like to learn to get the most out of a phone call. You have times where people ramble or are disgruntled, I would like to learn to politely control these types of calls without being rude.
