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 2017)

College04-07-1704-14-1704-21-1704-27-1705-05-1705-12-1705-19-1705-25-1706-02-1706-09-1706-16-1706-23-1706-30-1707-07-1707-14-1707-21-1707-28-1708-04-1708-11-1708-18-1708-26-1709-01-1709-08-1709-15-1709-23-1709-29-1710-06-1710-13-1710-18-17Need CallsCalls CompleteStudents HeldTotal Holds
AG1,313845445381337317289297290283276271264256246233222217206198186177177178178177178178178
AR34626117615413912812212211810498908380757267575348494040424343434445
AS6,5974,6382,7782,5102,2722,1452,0411,9681,9251,8741,8631,8401,8181,7831,7341,7081,6311,5731,4921,3621,3081,1761,1831,1931,2071,2161,2201,2251,226
BA2,7541,584712600514485447393380365363350340335313303290286271247261235238240243243243243246
ED56544326922819217215915414814314011410599938882767569696565666767676767
EN2,9061,703824716618567535507486468461451441434422416410402393377384345348351354356359359361
GR4,6854,1433,7833,5913,3573,1172,9572,8972,7702,5752,4972,4422,3722,2822,1932,0971,9541,7421,5131,2751,0979559649881,0001,0031,0061,0101,012
HR167765444444444444433333333333
HS2,4701,6681,036932700658633577555531511498477465446423398379352327314287291297306306309313313
LW76533444444332222222222222222
MC1,435920449394330296269256245226219215204202194186177169159151160129131133135135135136136
PV11111111111111111111111111444
UN2,9972,6732,1701,9581,7441,6241,5441,6391,5811,5581,5201,4961,4671,4411,4041,3651,3131,2791,2251,1731,1211,0391,0441,0461,0561,0591,0611,0651,068
VP61740122115112711610397949591918784868483787372767072737373737474

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

ResponseSum
30=4: Engagement239
Retention Engagement7566

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

ResponseSum
Called: Bad Number611
Called: No Answer1054
Called: Voice Mail3457
Person: Met or Email453
Person: Other Representative by Phone291
Person: Student Conversation by Phone1768

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

ResponseSum
30=4: Holding Steady39
30=4: Stepping UP9
Attrition: Dropping Out62
Attrition: Transferring410
Attrition: Unsure95
Completion: Professional School165
Persisting: Changing Majors59
Persisting: Holds279
Persisting: Needs Advisor12
Persisting: Needs Appointment127
Persisting: Procrastinating725
Persisting: Registration Help17
Persisting: Studying Abroad10
Persisting: Time Off137
Suspended9

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

ResponseSum
Suspended: Attrition1
Suspended: Pending Coursework1
Suspended: Returning7

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

ResponseSum
Needs Assistance163
No Assistance2265

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

ResponseSum
Escalated1
Handled4
Referred1

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

ResponseSum
Text Message Declined1529
Text Message Requested2947

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.)