Using a Contact Center to Improve Inquiry to Application Conversion

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As we travel across the country and speak with institutions about online enrollment management one of the most common challenges we see is inquiry response. While many institutions email students immediately, and some send attractive publications the next day, most do not call students in a timely manner. Sometimes it is due to the lack of human resources, an aversion to calling prospective students or poor performance management. Regardless of the reason for not following up quickly by phone, a robust and well-managed contact center is a standard component of any highly scaled online operation.

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Topics: Enrollment Builders Tool Box

The Cheers Effect in Online Student Services

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It is easy for an online learner to feel all alone. Participation in threaded discussions occurs during a lunch break with the office door closed or at night after the kids go to bed. Interaction with faculty occurs mostly through email, over the phone or sometimes synchronously though a web tool. Sometimes in group assignments there are conference calls or occasional meetings if classmates are in the same town. Consequently, it is easy for online students to feel isolated, on their own, and left to fend for themselves.

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Topics: Enrollment Builders Tool Box

Case Management and Student Coaching

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As the scrutiny from accrediting bodies, government agencies and taxpayers becomes more intense the pressure to increase persistence, student success and produce more career-ready graduates is being felt by institutions across the country. To meet these demands many institutions are turning to single point of contact model and some form of student coaching. This post describes the single point of contact model and contrasts case management and student coaching.

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Topics: Enrollment Builders Tool Box

When Instruction Goes Online, So Must Services For Students

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Our last blog post stated the Enrollment Manager’s Pledge: “Do What is Best for the Students.” In the online world of higher education, this pledge is essential for student services. Enrollment Builders has become partners with the Center for Transforming Student Services (CENTSS) to help institutions focus on their delivery of online student services. We promote the use of their tool to audit the delivery of online student services because it helps institutions identify gaps in service and if the available online services are employee centric or student centric.

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Topics: Enrollment Builders Tool Box

The Enrollment Manager's Pledge: Do What Is Best For Students

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Physicians have the Hippocratic Oath to "First, do no harm", attorneys have a Creed of Professionalism to honor the law and the rights of individuals, and many of us live by the Golden Rule to "treat others as we expect to be treated". Similarly, Enrollment Builders would like to propose the Enrollment Manager's Pledge, to "do what is best for students".

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Topics: Enrollment Builders Tool Box

Predictive Modeling in Enrollment Management

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While there are no silver bullets in Enrollment Management our Founder has often said that if he could only utilize one tool out of the Enrollment Builders Tool Box it would be predictive modeling. This use of regression analysis is a great way for institutions to work smarter, not harder. This post is an overview of predictive modeling and some strategic applications in contemporary marketing, recruitment, and retention.

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Topics: Enrollment Builders Tool Box

Performance-Based Marketing

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Perhaps the biggest advantage to marketing for online programs compared to marketing for traditional undergraduate programs is the use of performance-based marketing. With brand marketing advertisers are risking their investments in television, radio, or print in hopes that it will drive prospective students to visit the website or call the institution. With performance-based marketing institutions will only pay for the impressions, clicks, inquiries, or applications received. This post will discuss some of various types of performance-based marketing used in online student recruitment.

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Topics: Enrollment Builders Tool Box

Components of a Strategic Enrollment Management Plan

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It was Winston Churchill who said "He who fails to plan is planning to fail". While Churchill was speaking about war plans in World War II, his words of wisdom are also true in contemporary enrollment management. In fact, the process of carefully evaluating all of the internal and environment factors, examining trends and constraints, and evaluating various potential strategies is a great way for institutions to be well-prepared and poised for enrollment success. This post will describe some of the most important components of a strategic enrollment management plan and will offer some informative tips on what should be included in each section.

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Topics: Enrollment Builders Tool Box

Rapid Growth Models for Online Enrollment

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In the past several weeks we have been involved in several conversations with prospective clients about rapid growth models for online learning. Perhaps it is because our Founder was also the Co-Founder of Ivy Bridge College, a joint venture between Tiffin University and Altius Education? Maybe it is because there is more investment flowing into higher education? Or maybe it is just because there are more institutions that are looking for rapid growth models for online enrollment?

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Topics: Enrollment Builders Tool Box

Constituent Relationship Management in Online Student Recruitment

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We have been speaking with a lot of our current and prospective clients lately about the importance of utilizing a Constituent Relationship Management (CRM) tool. Since it has been theme with many of our recent conversations we figured that it would be a great blog topic for this week.

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Topics: Enrollment Builders Tool Box