Compliance
Whats wrong with this transcript of an inbound call Intro?
Hey Azley, please give me your last name and please give me your last 4 digits of your SS# and if you could also please give me your date of birth, I would be pleased to help you.
First and last name!
Failed to state who the rep is
When should you have 100% of your Transitions attempted in week 1?
EOB Tuesday of week 1
what are the 3 ingredients to a successful LDA call?
Build Rapport/Ask Questions
Swop/Action plan
Follow up
What is the week 1 goal for Transition call completion?
55%
Phil is currently obsessed with making this type of food. What is it?
Bread
what are the 3 requirements for a compliant greeting on an outbound call?
Name
UMA
Recorded line
When should you have the following completed by:
1) Pre-M'Lace
2) first attempt on assigned LDA's
3) Task Force
1) Noon
2) 2 PM
3) 1 hour prior to shift ending
What does C.A.P. stand for in your call guide, and how often do we need to speak about this?
Current Progress
Action Plan
Program/ Career
Every Call!!!
If you have 15 Retake Calls, how many did you have to complete at minimum to receive a golden ticket?
9 (60%)
Joe is usually all business, but if you start talking to him about THIS favorite hobby of his you will get an "EAR"-full. What is the hobby?
Disney!
Video Messaging: List 5 things wrong with this video
1.messy desk
2. calendar with writing in the background
3. other cubes visible
4. not looking at the camera/ face
5. eating on camera
6. side conversations on camera
7. inappropriate comments
8. not a good message
9. advisor is not aware of how to use a camera
What is your goal for LDA percentage and where can this information be found?
9% Strategy Details tab
state a career connection specific to EN1150 (English Composition) and the HCM program
We will decide
DAILY DOUBLE!!!
ROLE PLAY! Give an example of how you would explain an FAW to a student who is in Sap Class 1. Make sure to cover all criteria for this section of your call guide.
must state: 1. current GPA/POP and grade needed to reach SAP
2. Explain timeline to next SAP and significance of it
3. Discuss consequence of not meeting SAP (appeal/dismissal)
4. Action Plan
TNT was able to set a NEW department record for budget utilization in what month?
October 2019 (66.7%)
DAILY DOUBLE!!!!
What is not compliant with this statement, and what would be a compliant way to phrase this?
Student: "I don't think its worth it to finish my degree. I am disabled and will not find a job because I am home bound."
Advisor: "Upon graduation you will work with a career services advisor and they will find you a job in this career. I understand your concern about your disability, but there are plenty of work from home jobs in this field that you could do."
1. guarantee placement
2. guarantee work from home position
BONUS: MGR decide
After an awesome conversation with your HOT student on Monday afternoon you both decide on a follow up time for Wednesday at 3. Come Wednesday they dont answer, after grumbling under your breath what do you do next?
Call em' again and leave a VM
send an email
sent a text
Bonus points: Video message
Bonuser points if you actually do it
What are the 3 criteria that you need to address in order to receive full points for Off track/HOT students in a call? How often do we need to incorporate this into a conversation?
1. Communication Expectations
2. Consequences of not passing
3. Commitment to pass
Every conversation!
What are the reasons a student may need a Transition Call?
1. They are going into a retake
2. going into 2 courses
3. Auto dismissal risk (RT2, MTF, PA, AY2)
Pour each manager a drink, what would you give them?
azley: wine / anything frozen
phil: beer / old fashion
jess: wine/ margarita
Scenario: A student is transferred to you from classroom support. They are an LDA 11 and they want their money! They want to know why they were not transferred to FA. The advisor states: " You Have not been in class for 11 days. If you are out for 5 or more days FA will not speak to you about your disbursement."
Is this statement compliant? If not, how should the advisor phrase this?
NO. mgr decides!
EX: I will get you over to FA, but you were transferred over to me because you are about to be dismissed for your attendance. This is very time sensitive and we need to address this ASAP before you are dismissed. If this happens, there is a chance that this might have a negative impact on your FA.
What is the expectation of communication with students currently on an LOA.
What about upon return?
Call completed every 2 weeks
2 weeks out, written confirmation to return
1 week out, verbal confirmation
Called every single day until they return!
To properly close a call, what do you need go through for deadlines/expectations?
summarize discussion
recap action plan
confirm follow up
What are the 4 key components that make up a successful transition call?
1. Identify past/current trends and challenges that they faced.
2. Inform them of academic risk and potential consequences
3. Action plan to achieve grade goal
4. Set expectations for new course/ review next course
MINI CHALLENGE
TBD