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)

College04-06-1804-13-1804-20-1804-27-1805-04-1805-11-1805-18-1805-25-1806-01-1806-08-1806-15-1806-19-18Need CallsCalls CompleteStudents HeldTotal Holds
AG0886404351321291267255249243239234
AR405348196183154144132126114108104102
AS6,7674,9022,6302,3852,2182,0821,9601,8981,8441,7831,8291,807
BA2,6291,570607545481432400367350337325318
ED49334616513912311410710199999796
EN2,8081,789887780723675619577556530514507
GR2,9032,5892,4292,3262,1852,0822,0051,9401,8751,7391,6951,677
HP300000000000
HR922211000000
HS2,2801,545839739707670628590549525511507
LW888333221111
MC1,477953402330294256232211195187177174
MD110000000000
NR200000000000
SU500000000000
UN2,7092,4761,8341,6831,5771,4821,3691,3371,3141,3111,2871,270
VP57939219616013711410010097948886

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

ResponseSum
30=4: Engagement22
Retention Engagement6036

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

ResponseSum
Called: Bad Number330
Called: No Answer712
Called: Voice Mail2662
Person: Met or Email329
Person: Other Representative by Phone151
Person: Student Conversation by Phone1780

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

ResponseSum
30=4: Holding Steady10
30=4: Stepping UP48
Attrition: Dropping Out20
Attrition: Transferring310
Attrition: Unsure70
Completion: Graduating55
Completion: Professional School194
Persisting: Changing Majors79
Persisting: Holds377
Persisting: Needs Advisor34
Persisting: Needs Appointment79
Persisting: Procrastinating729
Persisting: Registration Help15
Persisting: Studying Abroad4
Persisting: Time Off49
Suspended3

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

ResponseSum
Suspended: Pending Coursework1

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

ResponseSum
Needs Assistance107
No Assistance2046

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

ResponseSum
Handled4
Referred12

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

ResponseSum
Text Message Declined1843
Text Message Requested1507

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.)