Analyze your calls
Do you analyze your calls after hanging up the phone?
* Not based on the students reactions or discussions, but based on how you handled the call.
* Do you search for things you may have done differently to improve the call or result?
* Are these mental notes or do you keep track of what your goals for phone improvements are?
Charles,
This sounds like an effective system. Thank you for sharing!
Elizabeth Wheeler
After most calls I take a moment to analyze what was said. In cases where the appointment wasn’t set, I go through my notes to see if I could have changed something to give me a different outcome. I usually attempt to keep notes of my conversation and revisit for further analysis. When successful in making the appointment, I rate my appointment as to the likelihood of a show. Mental notes do not work for me! If it’s not written, I tend to forget. Keeping a written tracker allow me to know what work and what doesn’t. It also allows me to see when my peek contact time is or when to target prospects I’ve made no contact with.
Liza, Great insight! How do you find what is broken and then fix it?
Dr. Jean Norris
This is a very important part of our process. Find what is broken and fix it.
Jen,
This is a great technique. Thank you for sharing! What patterns have you seen?
Dr. Jean Norris
I do analyze some of my calls especially when they did not schedule an appointment to come in. Sometimes I feel like I've said a lot or did not ask the right questions. So to improve my calls I keep notes of what I’ve said and questions I asked or did not ask and do it differently the next call.
Samantha,
It sounds like the analysis you are doing is helping you feel a bit more comfortable with your role as an admissions representative. What have you learned the most through your self-review process?
Dr. Jean Norris
I am very critical of myself so, yes, I do analyze my calls. Especially being a newer admission representative.
I definitely make mental note of positvie and negative outcomes with the calls I handle. My first few months were difficult. I was so nervous. I am still some nervouse but do realize that they are inquiring from me and that my job is to give them excellent customer service and information.
Natalia, it is helpful to analyze some conversations to determine if there are opportunities for improvement. Have you ever recorded (with the permission of the other party) a call or interview to self-analyze? It can be an eye-opening experience.
It is important to analyze every conversation you have.
Every conversation is a different experience from which we can learn the positive or negative, is essential for a better future back at other prospects.
Chris, interesting point. It sounds like after the call, you make sure you did tell the student everything and if you happened to forget a piece, you would ensure that you followed up with them to share that information. Do I have that right?
Dr. Jean Norris
The only time I would "analyze" is if I failed to tell the prospect something that i felt was crucial to the call. I would then make a note and mention it to that prospect either via email or when meeting with them again. I would also make sure that I include it in other calls.
Erica,
Wow! These are amazing insights. Thank you for being open and honest and sharing your solutions with everyone. Keep up the great work!
Dr. Jean Norris
I try my very best to analyze every conversation I have with each individual. It is hard at times to keep a positive attitude when people apply and are not showing much interest, or excitement over the phone. Perhaps I should regardless of their interaction maintain a smile and a positive attitude to engage and intice them to be a part of my company (perhaps they are not having a great day themselves.)
I do keep track. I recognize right away what I could have done better and do make an effort to handle the next call in a different manner.
One major note that I have made is that I do have an influence as to how the prospective student react based on my vitality and personality over the phone.
Great practice, Julie! Taking the time to assess what's working or not working with your phone calls is important. Once you've identified areas for opportunity you can implement strategies for improvement. And it sounds like you have - keep up the good work.
Shannon Gormley
I do analyze my calls. It usually comes in the form of "I did not say that the way I wanted to". One thing I have done is type out a script of how I would actually say it (so it does not sound like I am reading it). This has helped me tremedously so I can be sure I leave the message I want to leave.
Thanks for sharing, Deanna. Taking the time to review how you're conducting phone calls can provide you with important awareness of areas that might be opportunities moving forward. It's great to hear that you also reach out to students after a phone call that might not have gone as well as planned. I'm sure your students appreciate your follow up.
Thanks for sharing your practices, Devin. It sounds like you utilize the resources that are available to you to evaluate how you're doing on your phone calls. That's wonderful as it help you to be aware of things that you might want to do differently moving ahead. Keep up the good work!
Great question, Allison! I'm curious, how have you found taking the time to assess your phone calls helpful in the past and what have you done differently based on your assessements?
