2015 16th annual pabug conference smartcall for admissions sherri wolgemuth recruiting &...

2015 16th Annual PABUG Conference

SmartCall for AdmissionsSherri Wolgemuth

Recruiting & Admissions Data Systems Administrator and ACS Supervisor

Rachel ShenkCoordinator of Telecounseling and Homeschool Recruitment Admissions

Lin TaylorProgrammer/Analyst Information Services


General Announcements:• Please silence your cell phone• If you must leave the session early, please

do so as discreetly as possible • Please avoid side conversations during the

session• Questions will be answered …..

Thank you for your cooperation


To receive CPE credits for this session (if eligible), complete the CPE Attendance Form on

the PABUG Annual Conference website

http://pabug.org/pennsylvania-banner-users-group-annual-conference/cpe-credits/

or via the PABUG conference app.

For additional questions please contact

Kim Fremont CPE - Coordinator http://pabug.org/contact-us/

CPE Credits - We’ve gone electronic!



http://pabug.org/contact-us/

http://pabug.org/contact-us/


FALL 2016 Enrollment Goals:

• Inquiry Goal 28,000• Application Goal 2,700• Acceptance Goal 2,000• Enrollment Goal 675


Our Decision to Use SmartCall

• We had been using the RuffaloCody System – They were no longer going to be supporting the phoning software

• Didn’t want to reinvent the wheel when there was already an Ellucian product that was working for Development offices.

• Tasked Ellucian to customize SC for Admissions.


• We didn’t want to lose capabilities we had, such as auto dialing, tracking of changes, reports etc.

• We were in need for Computer upgrades in our call center and it made sense to make this change.


Equipment

• We use NINJA PRO, a TAPI compliant SIP client to connect SmartCall to our VOIP Phone System

• PC’s are Windows 7, 32 bit, 15-2.5GHZ with 4GB Memory


About Our Call Center

6 calling stations 9 student Telecounselors

Each student calls 5 or 10 hrs/week, totaling 70 calling hours/week

Calling times are 3:00 pm - 9:00 pm M-Fr, and 11:00am – 4:00 pm Sat


Phoning Statistics

Total Calls Total Time (Minutes)

10/19/15 – 10/24/15 377 270.37

10/26/15 – 10/31/15 1425 1094.28

11/2/15 – 11/7/15 1365 1057.08

11/9/15 – 11/14/15 2482 1615.32


SmartCall Manager & Caller

• Manages SmartCall Processes– Reporting– System Maintenance– Assigning & Preparing Lists– Other functionalities

• SmartCall Caller


SmartCall Manager – Reporting


SmartCall Manager – Caller Action Time


SmartCall - Reports


SmartCall Manager – System Maintenance

• Refresh the system before each calling shift or after making adjustments to specific prospects


SmartCall Manager - List Prep

• After uploading a list, list prep allows the manager to rebuild the list prior to a calling shift

• Applies time “zone profiles”– Allows calls to be

made at appropriate times


SmartCall Manager – Assigning Lists


SmartCall Manager - Operators


SmartCall Manager – Adjusting Prospect Records


SmartCall Manager - Surveys & Scripts


SmartCall Manager – Information Screens


SmartCall Manager - Objections


SmartCall Caller


SmartCall custom packagesCustom Apex app that allows managers to create segments. Either the pre-defined “Qualify16” or a popsel or a list of ids, stored as a CSV.


SmartCall custom packages

Custom Apex app that allows a manager to enter a Banner ID and displays all calling activity for that ID.


SmartCall custom PL/SQL packagessmartcall_segment – puts segments of recruits/prospects into SmartCall from Banner.

smartcall_refresh – runs nightly, checking the prospects in the active segments, looking for status changes in Banner and updating SmartCall.

smartcall_upload – moves changes from SmartCall into Banner. • create SPACMNT records for comments the callers have recorded• creates a Change Report for all other updates• creates a Comment Report for comments the callers have recorded, one for

each counselor.• all reports are emailed

smartcall_report – creates a Mailings Report for prospects who request information.


Data modificationsEmployerID School code Employername High School NameSpouseEmployerCity legacy connectionMailName Parent EmailJointName Parent EmailJointName2 Application StatusChildsort_Name1 RecruiterUserDefinedField1 CountyEtc…


Custom TablesSC_CODE - answer codes used for the senior survey SC_PROSPECT - one record per prospect SC_SEGMENT - one record per segment


Please take time to complete our Conference and Session evaluations.

YOUR INPUT MATTERS!!!


Open to the Floor

• Questions• Comments

2015 16th annual pabug conference smartcall for admissions sherri wolgemuth recruiting &...

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