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 2017)

College11-01-1711-17-1711-22-1712-01-1712-08-17Need CallsCalls CompleteStudents HeldTotal Holds
AG0350299249206
AR4721461339381
AS9,4022,2481,9881,6621,389
BA4,030460411333281
ED8121601369268
EN4,841787698554460
GR5,8762,9412,6512,2771,859
HR231111
HS2,884497454372324
LW4242222
MC1,941285244187154
UN3,3411,5721,4081,2221,087
VP798227164130104

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

ResponseSum
Retention Engagement1003

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

ResponseSum
Called: Bad Number87
Called: No Answer133
Called: Voice Mail385
Person: Met or Email20
Person: Other Representative by Phone52
Person: Student Conversation by Phone310

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

ResponseSum
30=4: Holding Steady1
Attrition: Dropping Out5
Attrition: Transferring25
Attrition: Unsure4
Completion: Professional School2
Persisting: Changing Majors12
Persisting: Holds54
Persisting: Needs Advisor6
Persisting: Needs Appointment39
Persisting: Procrastinating165
Persisting: Registration Help5
Persisting: Studying Abroad2
Persisting: Time Off6

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

ResponseSum

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

ResponseSum
Needs Assistance72
No Assistance304

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

ResponseSum
Handled2

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

ResponseSum
Text Message Declined156
Text Message Requested361

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.)