Texas Tech University

Enrollment Calling Campaign

Evolving from several semesters of Excel reporting, in Spring 2014 Student Success & Retention formally implemented an online system that allows Texas Tech advising professionals to have real-time data on students who are expected to persist, but who haven't yet registered. Moreover, this new system provides these advisors with the opportunity to document their calls online, which provides immediate institutional reporting and documents the interaction via email.

Beginning with calls from a designated Student Success & Retention representative, the colleges' academic advisors take over communications as advising appointments slow in the last days of each semester. As the experts in their respective areas, assigned academic advisors are ultimately responsible for the quality and value of each interaction in with students, including those designated as part of this institutionally-initiated calling campaign.

Goals

  1. Student Success: To provide proactive communication that helps the institution better understand student processes, needs, attitudes, intentions, and barriers.
  2. Retention: To facilitate continuous enrollment from fall to spring semester where it is in the students' best interests.
  3. Engagement and Process Clarity: To aid colleges by handling simple and straightforward barriers to student enrollment.
  4. Importance and Value of Academic Advising: To affirm and demonstrate the institution's confidence in academic advising by providing advising personnel more time to work with complex student matters.
  5. Accountability and Transparency: To document and report (in real-time) our progress toward achieving the goals above.

Campaign Progress Report (Enrolling for Spring 2018)

College11-01-1711-17-1711-22-1712-01-1712-08-1712-15-1712-22-1712-29-1701-05-1801-12-1801-19-1801-26-1802-02-1802-09-1802-16-18Need CallsCalls CompleteStudents HeldTotal Holds
AG1,924350299248202172151140125998074747880
AR455133121867662514337271711101313
AS9,4002,2792,0261,6981,4281,2251,0601,014907745549482489499511
BA4,0094584073272742362021951721349184868990
ED806156134896847424038353329292929
EN4,744736644502407351300290277235177157160161164
GR5,9782,9572,6682,2931,8881,5941,2671,1861,042809621544555567572
HR2211111000000000
HS2,994552503414357318266249221182144132136138141
LW41922222222222333
MC2,009319276217178161129124104785438394144
UN3,2091,5071,3471,1701,033914806759697593455417419422432
VP79722616112710273585649362625252627

Question #1: What was the purpose of this outreach?

ResponseSum
30=4: Engagement40
Retention Engagement3413

Question #2: What was the outcome of this particular attempt to contact the student?

ResponseSum
Called: Bad Number244
Called: No Answer474
Called: Voice Mail1336
Person: Met or Email194
Person: Other Representative by Phone126
Person: Student Conversation by Phone1021

Question #3: What does the student intend to do?

ResponseSum
30=4: Holding Steady16
30=4: Stepping UP9
Attrition: Dropping Out16
Attrition: Transferring177
Attrition: Unsure29
Completion: Professional School46
Persisting: Changing Majors41
Persisting: Holds258
Persisting: Needs Advisor12
Persisting: Needs Appointment69
Persisting: Procrastinating441
Persisting: Registration Help11
Persisting: Studying Abroad4
Persisting: Time Off67

Question #4: What does the suspended student intend to do?

ResponseSum

Question #5: Does the student need/request additional contact from TTU?

ResponseSum
Needs Assistance134
No Assistance1182

Question #6: Based on this interaction, what next steps or follow-up should Texas Tech take to support the success of this student?

ResponseSum
Handled3
Referred5

Question #7: Do you want to send a text message (if cell number) to this student?

ResponseSum
Text Message Declined654
Text Message Requested1151

Supplemental Communication Process

  1. A Student Success & Retention (SS&R) advising representative contacts those students in the 'first round,' having identified
    1. those who are apt to return but are not yet enrolled.
    2. those who are eligible to return but ineligible to register due to clear registration holds in Banner, and
    3. (for offices with visible appointment scheduling systems) those students for whom an appointment is required, but who have not yet scheduled with their assigned advisor.
  2. Colleges who prefer not to use this additional calling support have the option to decline. For the integrity and benefit of the process, this requires they commit to more and earlier interaction with the documentation system.
  3. SS&R uses the online system to document calls.
  4. To prevent redundant calls, colleges are asked to document, in the system, when they've discussed a non-returning student's plans.
  5. All communications with the SS&R representative are documented in the system with emails sent to the students and copies sent to the students' assigned advisors.
  6. Complex issues, course selection, and student requests are, of course, escalated. Assigned advisors remain the trusted and authoritative voice on academic advising.

SS&R Uses the Following from Colleges and Departments

  1. important messages that are particularly important for all of a program's assigned students to hear
  2. authoritative information on how to determine the correct assigned advisor where there are multiple who work with one major clear instructions on how to schedule appointments with their advising appointments (or not, if appointments are not required)
  3. the advisor's idealized view of what a thoroughly prepared student would have done prior to an advising appointment
  4. any hyperlinks to quickly share relevant online resources (advising sheets, departmental policies, etc.)