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)

College04-04-2004-10-2004-17-2004-24-2005-01-2005-08-2005-15-2005-23-2005-29-2006-06-2006-13-2006-19-2006-25-2007-03-2007-10-2007-17-2007-24-2007-31-2008-07-2008-14-2008-22-2008-29-2009-05-2009-11-2009-18-2009-26-2010-03-2010-08-2010-17-2010-24-2010-28-20Need CallsCalls CompleteStudents HeldTotal Holds
AG1,6711,226675608555527505487331319312301296289282277271270254211192196189189190190190190190191192
AR41836920818416915714613310295878580787367625755413637353535363636363737
AS7,4516,1123,8773,5763,4053,2613,1242,9422,5612,4782,3702,3182,2702,1952,0942,0011,9201,8381,7151,3251,2271,1621,1591,1591,1741,1791,1811,1821,1871,1901,191
BA3,7672,8041,5311,3801,2141,1341,084959638595570550533518497473449428408311284285276275276279280280280281281
ED724712587491459439420399326312298287281275265249231216200195189188188188188188188189190190190
EN3,0682,3591,5311,3671,2801,2081,1451,076695656630611593559529495464436412320277258255255257260259261262263263
GR4,1333,9343,7803,6663,5633,4243,2533,8193,5823,4963,4213,3423,2743,0852,9242,6582,4802,1331,7951,058811709681671676680682682685686686
HR9999988866665444444444444444444
HS2,4351,9241,2921,1751,1141,048997954783754716697686661613583551520462357319309294293300302303304306306306
LW1919191919191924181515151413889911121414141414141414141414
MC1,9831,450837760711676647607419401388383371360343332312293280184168173171169172171172172173174175
PV6666666666666666666664444444444
UN2,1532,0211,6261,5211,4381,3771,3101,2411,2011,1781,1621,1491,1341,1111,0781,0531,035988949867804697691693701702704704706708710
VP5083792161851691551461241121071019892908886858582737273727276767777777777

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

ResponseSum
30=4: Engagement240
Retention Engagement12089

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

ResponseSum
Called: Bad Number457
Called: No Answer2067
Called: Voice Mail4918
Person: Met or Email993
Person: Other Representative by Phone184
Person: Student Conversation by Phone3680

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

ResponseSum
30=4: Holding Steady61
30=4: Stepping UP227
Attrition: Dropping Out24
Attrition: Transferring399
Attrition: Unsure124
Completion: Graduating714
Completion: Professional School261
Persisting: Changing Majors175
Persisting: Holds415
Persisting: Needs Advisor55
Persisting: Needs Appointment202
Persisting: Procrastinating1774
Persisting: Registration Help31
Persisting: Studying Abroad1
Persisting: Time Off120
Suspended51

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

ResponseSum
Suspended: Attrition3
Suspended: Enrolled Elsewhere Attrition1
Suspended: Pending Coursework1
Suspended: Returning45

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

ResponseSum
Needs Assistance123
No Assistance3931

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 Declined4338
Text Message Requested2618

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.)