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TransferU DELTA CONTACT CENTER “The first step to change”

D.E.A.L Where Admissions is About You!

Delta Education Admissions League CHANGING FUTURES. CHANGING LIVES

The Delta Contact Center

DCC: Our primary mission is to provide opportunities. Based on the fact that some people are enrolled in one school but take courses in another we send them over to speak to an admissions rep. Also, there are instances where someone is in the process of enrolling in another school but haven’t fully committed to going yet. We see this as an opportunity for our admissions reps to show the student the benefits of choosing a Delta school or program over the one they are thinking of attending.

The Delta Contact Center has been around for close to two years now and over that time we’ve seen many successes within the center. Previously, the DCC team has been consistent in hitting the total team daily transfer goal of 140 transfers a day. Yet, the team struggled to bring about consistency in the individual representative level. Through dedicated coaching and the focused efforts of the DCC team, the team has moved as a whole into a more consistent status. We are ADMISSIONS: “We’re getting transfers that are not now averaging 150 – 160 transfers per day exceeding the interested in attending our schools.” set daily goal and raising the bar for this talented contact center group. DCC: Of course we will always run into people who say they are not interested. Our goal is to better understand As of late, we have been focused on drilling down on the WHY the person is not interested (Is it time? Is it cost? big areas of opportunity and tightening up on the small etc.) This way we are able to effectively overcome the things in an attempt to regroup and move forward as a objection and provide the student the opportunity to team. We are looking at auditing our current scripts to see the benefits of our programs.In addition to ensure they remain in tune with both compliance and overcoming the objections of people who say they are the overall needs of our students. We are constantly not interested, we also take things a step further and revamping our objections to allow for more document a Student Status Code created by the DCC to opportunities in admissions, and lastly, we are identify the student’s interest at the time of transfer. In reformatting the way we track our production to ensure the transfer confirmation you will see a field labeled we are maximizing are potential each day during the “SSC”. In that field you should see a number. The allotted times. number is the response from the student, to the question posed by the DCC rep asking “On a scale of 1Moving forward, the DCC team is focused on not only 10 how serious are you about furthering your servicing and supporting Delta campuses, but we are education.” This SSCCode simply identifies the strength looking deeper into the level of service and support and of the inquiry allowing the admissions rep to foresee the how we can improve this overall. We have identified overall interest level of the student right from the start. several concerns from the campus level and are working to make improvements in these areas. As a DOA you are able to reference these transfer

The DCC Opportunity Mindset The following are just a few areas that have been discussed on previous DOA / DCC conference calls: ADMISSIONS: “People are being transferred that are already in school”

confirmations to better understand what’s happening to students that are transferred over at a 10 status code, but are not being made into appointments or enrollments.

ADMISSIONS: “These students are looking for programs we don’t offer here at our campus”. DCC: Often we run across students who are looking for programs outside of the scope of what we currently offer. We approach this with the positive mindset that most people we talk to don’t truly know why they have chosen a particular field or industry. We also look to drill down to identify if the student understands what the program or field actually entails in order to overcome the objection. For instance “I’m looking for an EMT course.” This is an example of a program we don’t offer. Our response to that. Would be to simply say “Great! Well what I want to do is get you over to an admissions representative that can answer any questions you might have.” The reasoning behind this is our goal is to great the opportunities not probe into the details. Our mindset is set towards

August 19, 2011


2

Month-to-date DCC Rep Level Production By

Chris Hancock

Rep Name

Outbound Inbound Live chat Total Total Transfers Transfers Appts Transfer Transaction s s

Total Unique Transactions

Anita Fisher

7

3

0

10

10

10

Superstar of the Day

Ann Rucker

8

5

0

13

13

13

A column break is inserted before and after each column that acts as a sidebar. To insert a column break, press Ctrl+Shift+Enter. Or, on the Page Layout tab, in the Page Setup group, click Breaks, and then click Column.

Carol Moore

0

8

7

8

15

15

David Purcell

1

0

3

1

4

4

EZRA SKOUSEN

3

1

0

4

4

4

Jacqueline Mcmillian

4

5

0

9

9

9

Jessica Williams

2

1

0

3

3

3

Patricia Helms

8

1

0

9

9

9

Paul Sapio

1

1

2

2

4

3

Philip Hiddessen

0

0

6

0

6

6

Robert Higgins

10

6

0

16

16

16

Vanessa Hutchinson

12

2

0

14

14

14

Total

56

33

18

89

107

103

Most Improved Performance A column break is inserted before and after each column that acts as a sidebar. To insert a column break, press Ctrl+Shift+Enter. Or, on the Page Layout tab, in the Page Setup group, click Breaks, and then click Column.

Month-to-date DCC Rep Level Production By

Chris Hancock Rep Name

Superstar of the Week A column break is inserted before and after each column that acts as a sidebar. To insert a column break, press Ctrl+Shift+Enter. Or, on the Page Layout tab, in the Page Setup group, click Breaks, and then click Column.

Outbound Inbound Transfers Transfers

Live chat Appts

Total Total Transfer Transaction s s

Total Unique Transactions

Anita Fisher

7

3

0

10

10

10

Ann Rucker

8

5

0

13

13

13

Carol Moore

0

8

7

8

15

15

David Purcell

1

0

3

1

4

4

EZRA SKOUSEN

3

1

0

4

4

4

Jacqueline Mcmillian

4

5

0

9

9

9

Jessica Williams

2

1

0

3

3

3

Patricia Helms

8

1

0

9

9

9

Paul Sapio

1

1

2

2

4

3

Philip Hiddessen

0

0

6

0

6

6

Robert Higgins

10

6

0

16

16

16

Vanessa Hutchinson

12

2

0

14

14

14

Total

56

33

18

89

107

103


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