Student Services
To reduce repeat contacts and escalations, Student Services reps now proactively review key account info before ending every call. Name 1 thing they check.
Training deadline, student checklist (EA, required docs, checklist items), payment deadline
Retention launched outbound calls using a newly curated call report to boost first-day attendance. Name 1 thing covered on these calls with newly enrolled students.
First-day must-knows, document requirements, confirming location/start times, or right to cancel/change information
Which new process did the Admissions team implement in Q2 to improve the student experience and team operations?
What new position supporting the careers & externships teams was recently announced?
Hint: They will be starting on July 27th
The Director of Partnerships - Heather Walker
Fill in the blank:
We _______ meet students when and ____ they are while providing a system where they're safe, seen, and supported.
immediately
where
The new student complaint process delivers three big wins. Name one.
Improved accuracy, more thorough investigations with faster results, or reduced average call handle time
How many outbound calls were made associated with the newly launched Retention process?
673
What CSAT score did the Admissions Advisors achieve in Q2?
96%
How many externship hours are required for licensure in Nevada?
80 hours
By what percentage did we reduce pre-first-day drop rates in Q2?
Reduced by 22%!
What process was launched that helps Student Services improve their overall efficiency and SLA when replying to email inquiries?
FIFO Process
What was the average verification time for Student Records to approve grad docs during Q2? Reminder, Marlee's commitment is 1-3 business days
<1 Business Day
What was the Admissions team's overall close rate in Q2?
12.3%
How many new externship sites did we gain in Q2?
21
How many new people did we welcome into CX in Q2?
7!
What was Student Services' CSAT % & Survey Response % in Q2?
98% CSAT, 29% Survey Response Rate
Comparing Q2 2025 to Q2 2026, by what % did student drops decrease?
(A drop = a student who did not attend the first day of their course)
26%
How many students enrolled through the Admissions team in Q2?
1,691
What is our promise to our students for resume creation support, start to finish? (Total days)
10 days
How many new roles did we add to the CX division in Q2?
5!
Student Services' unanswered call % went from ___% in Quarter 1, to ___% in Quarter 2
22.5% (Q1), 13.9% (Q2)
Comparing Q2 2025 to Q2 2026, by what % did student withdrawals decrease?
(A withdrawal = a student that has attended the course then elects to no longer attend and requests a refund)
56%
How many new states did Sponsorships expand MyCAA into?
1
What percentage of our students in Florida should be employed within a year of graduation?
65% of graduated students
How many students graduated from their programs in Q2?
7,699 students!
(If the answer is from 7000-8000 we'll count it as correct)