Hotline Bling
How should you answer the Admissions hotline?
What is Thank you for calling Speech@Emerson, this is "AC", how may I help you?...Who am I speaking with?
Is any active application whether you have been successful at reaching them or you're just trying to reach them.
What is Application Status: Open
True or False: Update your bottoms up weekly
True, this gives us an accurate representation of where this person is and the likelihood of them coming through for their particular stage
Any time you qualify a prospective student or applicant and share details about the program
What is A Meaningful Conversation (MC)
Anything that you do in salesforce will be listed here. Whether that was a phone call, an email, etc. All listed at the top of the prospect and application page.
What is Activity History
True or False: When answering the hotline, you do not need to look up the person's name, its fine to just answer their questions.
What is False:
Always identify the caller on the other line (this is to double check if they have; reached out before, already have an AC, applied before and was denied or wants to get reinstated or just decided to call the number provided on the website to get more information.
Would be used if an applicant states they do not want to move forward with the application process.
What is Application Status: No Longer Interested
This person is very likely to submit their application.
Has verbally committed to submitting OR
Has uploads added to application OR
Continually logs in and adds school names/letters of recommendation
Who is an S1 (submit bottoms up 1)
You were asked to call back at another time and or you set up an appointment to speak at a later time and date.
What is Prospect Verified (PV)
Who should you contact if you are having Salesforce issues and calls are not logging?
Who is helpdesk@2u.com and cc your manager on the email ticket. You can also g chat your manager to keep her/him updated
What should you do if you are unable to find the caller's page on Salesforce?
What is: If there is not a prospect page or application for this caller you want to ask where they are located to ensure they qualify for the program and create a new page for them.
True or False: You should update the Application Stage on the application page.
False: We do not ever touch the application Stage on the app page.
This person is recently non-responsive OR They have major hurdles in their way to complete such as outstanding WES (that is in progress), 5+ transcripts outstanding, difficult credit explanations
Who is a C2 (complete Bottoms-Up 2)
You’ve only left voicemails or sent emails with no actual conversation with the prospect or applicant.
What is Call/Email attempt
Finish this sentence: Appointment Dates Should
What is:
Should always be a forward facing appointment in the near future (within 7 days)
True or False: If the caller is assigned to another AC, you can g chat your manager and ask for the app to be re-assigned to you.
What is False:
If the caller is already assigned to one of your teammates, it is up to you to either answer the prospects or applicants questions if time allows, take a message or transfer the prospect or applicant to their ac if they are available. If the AC is not available, you are taking notes in that applicant or prospects profile and chatting the AC to letting them know that you connected with that prospect or applicant.
This is when you update the Applied Temperature field, Application Status equals no longer interested, write a description in the concern other field, and update the will not complete field.
What is to close an application
Previously “sitting on the fence” - This person have a 50/50 chance of registering
This person has given you an indication that they might decline or defer to a future cohort
Who is an Organic Register Bottoms Up 2
After the virtual interview and completing the complete review, you should be able to fill this out entirely
What is Yield Information
Whom should you contact and how should you contact this person when you have all app items in but the app page notes have not been updated?
Who is Application Services distro, the Application Coordinator and your manager via Chatter
@MSL App/Spec Audits and Completes & AMD
@App Coordinator Name listed
@Leigh or Cedric
What if you had an MC with the caller but did not check to see if they were already assigned to an AC?
What is:
It is up to the AC that the prospect belongs to, to decide whether or not they want to transfer that prospect or applicant to you, it is not an obligation. We are a team we must work together. Teamwork makes the dream work!
What are the 3 Application Temperatures?
What are exhausted, responsive and unresponsive
Previously “sitting on the fence” - This person have a 50/50 chance of registering
This person has given you an indication that they have an outstanding hesitation
Who is an Inorganic Register Bottoms Up 2
Applicant has expressed a need to start at a later time reasons being financial, prerequisites, medical needs, familial responsibilities.
Who is Likely to Defer
What does CTI Phone Number mean?
What is: Computer Telephony Integration.. always call apps by clicking on the CTI Phone Number