Currently our phones are answered by the first available employee. This includes ALL incoming calls.
To improve our inbound call process I am looking into ways to split our inbound traffic so that the incoming "sales inquiries" get routed directly to our inside admissions reps.
Thanks, Shawn!
It's great that the size of your campus allows you to be available to answer calls. Keeping a call log is a great start to putting a process in place. It will allow you to analyze trends and identify any areas of breakdown in your admissions methods.
Dr. Jean Norris
Since my campus is relatively small, we don't really have a process in place. I do like the idea of the call log though. My staff are always courteous on the phone, and I am usually available to answer phone calls when they are transfered.
Thanks for your post, Carrie! Building rapport and trust by asking questions and getting to know the prospective student is a great way to start a call. What techniques do you use for using what they've told you to customize your information-giving?
Dr. Jean Norris
Our receptionist fields all incoming calls and routes the admissions calls to whomever is free in admissions. When I am free and get admissions calls, I take control of the call right away. I do this by telling the caller they have great questions but I'll need to ask them a few questions in order to get them the best answers. I do this so I can direct the prospective student into a conversation that will build rapport and trust, also to get into why they called today (their motivation) so I can use that motivation to persuade them to come in for a campus visit.
I need to improve on making the conversation flow without too many pauses and "filler" words such as "um", "like", and "well".
Lory, Great insight! How can you start to do this?
Elizabeth Wheeler
NaTesha, It's great the student is answered. What do you think can be improved in this process?
Elizabeth Wheeler
My inbound call process is similar to what the course had to offer in that I have a guideline to follow which helps keep me directed as to where the call is going and not getting off track. I feel I could improve my probing questions and process to make it more personable to the student.
The call comes through to the receptionist. The receptionist will take down the required information and then transfer the call. While I am on the phone with the prospective student the receptionist will email the information.
Sylvia, Thank you for posting. Does the current process not encourage using the student's name and gathering pertinent information?
Elizabeth Wheeler
The call process can be improved by using the prospects name.
The call process can be improved by gathering as much pertinent information from the prospect as possible.
Paul, That is a great idea!
Dr. Jean Norris
Because we have a skeleton crew here with no receptionist and a one-person Admissions Department, I have a direct phone line which is the one listed in our advertisements and on our website. I am changing my voicemail message to sound more welcoming. I will immediately start using a call log to keep a record of incoming call activity and results.
Karina, It sounds like teamwork is important to make this happen. Are there any improvements you would make to this process?
Dr. Jean Norris
We are a small school and all incoming calls are forwarded immediately to one of the two Admission Reps.
Melody, Do you see anyway that you can make improvements to this process?
Dr. Jean Norris
Rose, So glad to hear! Thank you for posting.
Dr. Jean Norris
Our School Director facilitates all the inbound prospect calls. We take Internet Leads only. We follow up with calls, voice mail messages and emails. Once we receive accreditation for B.A. and Masters Degrees, someone will be dedicated to answering the phone, recording and distributing each call.
Currently our procedure is to have all inbound calls directed to the owner of the school. He then determines which Admissions Rep to assign the call to.
