• Call Center Conversions
• Switch to Internet site
• Who Are They?
• 1. OutReach Prospects
• 2. FirstConnect Prospects
• 3. ReConnect Prospects
• What's Next?
• 4. OutReach Strategy
• 5. FirstConnect Strategy
• 6. ReConnect Strategy
• Worth Knowing
• 7. FAQ
• 8. Receptionist Role
• 9. Program Results

Worth Knowing: FAQ

Question:

Where do OutReach leads come from?

Answer:

OutReach leads are generated from a purchased list based on the school's specific demographics.

Question:

Who is sending me the leads?

Answer:

You will be receiving leads from an admissions support representative (ASR) at the Target Admissions Support Center (TASC). ASRs are trained by a former DOA and corporate admissions training manager. They are not telemarketers.

Question:

How do I answer the phone?

Answer:

You will receive the prospect’s info from the ASR. The ASR will then click the prospect onto the call so that, at that moment, all 3 parties are on the line. The ASR will introduce you. You should warmly thank the ASR for assisting the OutReach lead (by name). You will inform the ASR that you will be able to help the prospect (again by name) from this point on. Allow the ASR to wish the prospect well and disconnect before moving forward.

Question:

Why are the transfers a live 3-way call?

Answer:

At TASC, we have found that it is better to warmly hand over a call to the admissions rep. The live 3-way call is the best way to accomplish the warm-transfer. It gives the prospect a sense of security that they will be assisted beyond the transfer. Remember that while you and the ASR know the drill, the prospect does not. They are likely to be a bit uncomfortable.

Question:

What happens if my rep feels like the transfer was not an interested candidate?

Answer:

When notified of this situation, our quality assurance representative will listen to the recording of the specific call. They will send you a link to the file so that we can jointly determine the disposition of the prospect.

Question:

Can I call leads at the same time they are going through the dialer?

Answer:

Yes. Live contact with you is the end goal. So the sooner the prospect is on the phone speaking directly with you, the better. We highly encourage contact attempts from both you and the Call Center be happening at the same time. In order to avoid duplicate contact of the prospects, you should provide us a list of those who you reach on a daily basis so we can remove their information from the dialer.