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 2020)

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College04-04-2004-10-2004-17-2004-24-2005-01-2005-08-2005-15-2005-23-2005-29-2006-06-2006-13-2006-19-2006-25-2007-03-20Need CallsCalls CompleteStudents HeldTotal Holds
AG1,6851,236689623571542520502336324318308303296
AR42737821519017516315213910710092908583
AS7,5236,1843,9143,6143,4403,2943,1582,9712,5732,4912,3832,3312,2822,208
BA3,6952,7401,5231,3741,2081,1281,079952619576555535519501
ED728715588491459439419397324310297286280274
EN3,0682,3531,5471,3861,3011,2301,1661,099681645618598581550
GR3,9733,7793,6273,5203,4173,2783,1083,6803,5403,4533,3783,3003,2323,045
HP11111111111110
HR99999888666654
HS2,3851,8771,2671,1511,0971,034984942763735698679668642
LW999222291310101098
MC1,9541,424822748700667639601406388373368356346
MD00000000000000
PV66666666666666
UN2,3702,2281,7591,6431,5521,4881,4171,3431,2901,2631,2441,2301,2141,189
VP5123852181891731591511291151101031009492

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

ResponseSum
30=4: Engagement148
Retention Engagement9232

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

ResponseSum
Called: Bad Number312
Called: No Answer1412
Called: Voice Mail3679
Person: Met or Email886
Person: Other Representative by Phone142
Person: Student Conversation by Phone2920

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

ResponseSum
30=4: Holding Steady57
30=4: Stepping UP204
Attrition: Dropping Out23
Attrition: Transferring325
Attrition: Unsure101
Completion: Graduating518
Completion: Professional School230
Persisting: Changing Majors167
Persisting: Holds306
Persisting: Needs Advisor50
Persisting: Needs Appointment182
Persisting: Procrastinating1482
Persisting: Registration Help21
Persisting: Studying Abroad1
Persisting: Time Off69
Suspended41

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

ResponseSum
Suspended: Attrition3
Suspended: Enrolled Elsewhere Attrition1
Suspended: Pending Coursework1
Suspended: Returning35

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

ResponseSum
Needs Assistance118
No Assistance3242

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
Referred2

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

ResponseSum
Text Message Declined3138
Text Message Requested1931

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.)
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