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 Fall 2018)

College04-06-1804-13-1804-20-1804-27-1805-04-1805-11-1805-18-1805-25-1806-01-1806-08-1806-15-1806-22-1806-29-1807-06-1807-13-1807-20-1807-27-1808-03-1808-10-1808-17-1808-25-1808-31-1809-06-1809-14-1809-22-1809-25-18Need CallsCalls CompleteStudents HeldTotal Holds
AG1,4029004173633302992752632562502462362292212122052031971911881761601601611641651074698146
AR390333184172145135122116104989487827975747168494850373739404031282842
AS6,7814,9012,6442,3952,2272,0931,9651,9041,8521,7921,8381,7611,7021,6331,5481,5041,4411,3851,3131,2631,2181,0801,0861,1031,1191,122931,6876991,184
BA2,6451,593591528468420389356334322309297287276267255240235230205211188190193196197143776897
ED49334916714012411310610097979593919080706461575463545556575761302443
EN2,7861,77287076370164959455052750248646445043741439038036935334235030831031132332372468202314
GR2,9612,6362,4722,3622,2182,1112,0301,9601,8921,7551,7101,6731,6401,6051,5331,3821,2181,08191980669263364465766466763628114174
HP21111000000000000000000000
HR102221100000000000000000000
HS2,3161,58086576773169565361657755253950948446343440837636334032235730130230731131142623117192
LW555444443333333333333333332100
MC1,5581,0244433643252842542342192102001951851781751681621531461321351091111151171181031860108
PH20000000000000000000000000
PV333333333333333333333555555059
UN2,5362,3181,7371,6001,5051,4221,3231,2951,2791,2771,2541,2201,1981,1741,1401,1051,0731,0269819449158548598738848852831,2346481,107
VP577390198162141117103103100969085838181787876737278717575757491125194

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

ResponseSum
30=4: Engagement54
Retention Engagement10105

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

ResponseSum
Called: Bad Number510
Called: No Answer1195
Called: Voice Mail4584
Person: Met or Email725
Person: Other Representative by Phone246
Person: Student Conversation by Phone2748

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

ResponseSum
30=4: Holding Steady12
30=4: Stepping UP128
Attrition: Dropping Out31
Attrition: Transferring497
Attrition: Unsure102
Completion: Graduating60
Completion: Professional School248
Persisting: Changing Majors108
Persisting: Holds753
Persisting: Needs Advisor48
Persisting: Needs Appointment117
Persisting: Procrastinating1138
Persisting: Registration Help19
Persisting: Studying Abroad5
Persisting: Time Off129
Suspended9

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

ResponseSum
Suspended: Pending Coursework2
Suspended: Returning5

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

ResponseSum
Needs Assistance152
No Assistance3390

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

ResponseSum
Handled5
Referred16

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

ResponseSum
Text Message Declined3115
Text Message Requested2633

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.)