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ED/AD New Hire Training- Enrollment Cycle Customer Contact Center

Introduction Slide: Welcome and Overview Slide 1

Using the Welcome to the “New Hire” training for Executive Directors and Assistant Directors.

Facilitator Guide: 1April 2014 (Original)


Slide

Today, we are going to discuss the Customer Contact Center.

Activity Ice Breaker: Ask participants to post their name, role and location on the chat feature so everyone can see more about who’s joining the meeting. Ask if anyone has ever worked in a Customer Contact Center (Call Center).

It’s tough. Right? You need to show patience and be present for every call. There is constant chatter. High energy quick thinkers who have a knack for people fare out well.

Participant Workbook

Go over the participant workbook with the class. Point out the table of contents and how the workbook can be used as a guide to reference after the training.

Transition to Next Slide

As we will discuss in this training, the Customer Contact Center plays a major role in the enrollment process. On a daily basis, the CCC will contact inquiries and set appointments for the Empire Beauty Schools and Hair Design Schools.



Now let’s look at the training objectives for our session today.



Training Objectives

Slide 2

Using the Upon completion of this session, you will be able to:



Slide • Describe how prospective future professional inquiries are generated for your school

• (CLICK) Explain how school visit appointments are set for prospective future professionals

• (CLICK) Discuss how the Customer Contact Center selects prospective future professionals for admission interviews to your school

Participant Workbook Activity

No Activity for this slide Transition to Next Slide No transition necessary



History

Slide 3



Using the Slide

Before we look at how inquiries are generated, let’s take a brief look at the history of the Customer Contact Center, otherwise known as the CCC.

The CCC was established in 2007 (CLICK) when Empire Education Group (EEG) merged with the Regis Corporation, making Empire the largest provider of cosmetology education in North America.

When the merger occurred, the need to create a more consistent approach to contacting our prospective future professionals in an effective and timely manner was identified.


No Activity for this slide



Transition to Next Slide Now let’s take a look at the CCC operation.



Operation

Slide 4



Using the Slide

Over time, the CCC has grown in both staff size (CLICK) and hours of operation. The (CLICK) CCC is open more than 80 hours per week & (CLICK) utilizes technology that attempts to contact inquiries more than 100,000 times per week.


No Activity for this slide Transition to Next Slide

Let’s take a look at some interesting and fun facts about the CCC.



Customer Contact Center Trivia

Slide 5



Using the Slide

Let’s see what anyone knows about the Customer Contact Center.


Customer Contact Center Trivia <<enter questions in participant guide without the answers>>

1. What are the busiest hours for the CCC? A. 7AM-Noon ESTB. 11AM-4PM ESTC. 4PM-9PM EST

2. What are the busiest days for the CCC? A. during the weekB. during the weekend?



3. How many prospects are contacted by phone each week? 3,000

4. How large is the CCC staff? ~ 35

CHAT: Customer Contact Center Trivia

<<Read the first question>> What are the busiest hours for the CCC? Ask participants to use CHAT to answer A,B or C(CLICK to show the answer)

<<Repeat for other (3) questions>>

Note: While 100,000 inquiry calls are occurring each week; only 3,000 prospects are



contacted per week. This is explained by the fact that the prospects are called repeatedly until contact occurs.


Good job! Let’s talk about how most school inquiries are generated.



Inquiry Generation: Internet and TVSlide 6

Using the As we discussed in our previous Inquiry Generation/Marketing training our inquiries are



Slide

generated through the internet (CLICK) or from television ads.

Activity No Activity for this slide


Let’s follow (track) a beauty school inquiry from a prospective future professional. What happens when a prospective future professional calls Empire or fills out a request for information form on the Empire Beauty School or the Hair Design School website?



Inquiry About SchoolSlide 7

Using the An inquiry comes in to the marketing department and is loaded into our database.



Slide

(CLICK) From our database, the inquiry is loaded into the Noble Dialer, into a pre-established group based on the (CLICK) age of the inquiry and/or the (CLICK) location of the inquiries’ time zone. The Noble Dialer is an automated system that dials outgoing calls, as well as receives incoming calls.


Participant Workbook Transition to Next Slide

Let’s look closer at the CCC operation.



Inquiry Generation: Appointment Coordination Expert (ACE)Slide 8

Using the Each day the CCC receives anywhere from 1000 to 1500 incoming calls. These calls



Slide

are generated from our phone number on a television ad, an Empire website, or a career website such as Beautyschoolsdirectory.com. (CLICK) Noble Dialer also makes about 10,000 to 15,000 outbound calls every day. A contact strategy is developed for all calls to make sure that people making inquiries about Empire or a career are contacted as quickly as possible. (CLICK) To put these numbers into perspective, if you inquired about going to an Empire Beauty School through the internet, you would receive a call from a CCC Appointment Coordination Expert, or ACE, within (how long?) … five minutes.

To put these numbers into perspective, if you inquired about going to an Empire Beauty School through the internet, you would receive a call from a CCC Appointment Coordination Expert, or ACE, within how long? How long would it take for an ACE to



contact you? What do you think is the internet response time? CHAT: <<Ask participants to CHAT an answer or guess>> … (CLICK) five minutes. And, if we did not immediately connect with you, we would continue to call until we made the contact. That means that within the first week of making your initial inquiry, you could receive around 30 phone calls and text messages. Approximately what percentage of the future professionals in your school do you think were contacted within the first seven days of inquiring about our program? CHAT: <<Ask participants to CHAT an answer or guess>> … (CLICK) 90% Contact is defined as a CCC ACE has actually spoken with a prospective future professional on the phone.



Activity CHAT: Encourage participants to enter answers thru CHAT prior to revealing the answers to the last (2) items on this screen, “response time” and “contact w/in 7 days”

Once participants have shared several answers thru CHAT, (CLICK to display answers). - How long would it take an ACE to contact you, if you inquired about going to

school thru the Internet? (CLICK) - What percentage of the future professionals in your school do you think were

contacted within the first 7 days of inquiring about our program? (CLICK)Participant Workbook Transition to Next Slide

The ACE will talk to the prospective future professional about their motivation, needs and goals.



Inquiry About School: Prospective Future ProfessionalSlide 09

Using the Every prospective future professional who contacts us has a need or a want…or both.



Slide

Something that prompted them to make that call. (CLICK) Something or someone in their life is driving them to make a change. (CLICK) Identifying what their needs are, making a connection and identifying what their values are is critical to a prospective future professional taking the next step.

Activity Participant Workbook Transition to Next Slide

The ACE will confirm whether Empire Beauty School is the right fit for the future prospective professional.



Inquiry About School: 1,000-1,500 Daily CallsSlide 10

Using the The ACE also determines which inquiries are passed on to the school. Of those 1000 to



Slide

1500 calls that come in daily, (CLICK) 60% are requesting information about attending school. The other (CLICK) 40% that are calling in are salon guests, existing students or graduates.


No transition necessary



Inquiry About School: Appointment Set to Visit SchoolSlide 11

Using the That means that for every 10 people who call in to the CCC, six are inquiring about



Slide

attending school. (CLICK) Of those six, only two-to-three prospective future professionals are set up with an appointment to visit the school. Not everyone who sets up an appointment is going to show up for their appointment. (CLICK) In fact, as a benchmark, 50% of prospective future professionals who set an appointment show up for that appointment. That’s why we have several steps in place to assist with the prospective future professional showing up for their appointment. As you learn more about the role of your Career Planning Specialist (CPS) you will see that the ACE and the CPS have the same goal in mind and that is gaining commitment to enroll future professionals. (CLICK) The ACE gains commitment by setting the school visit appointment for the



school and the (CLICK) CPS gains the commitment from a prospective future professional to enroll in school.

Activity No Activity for this slideParticipant Workbook Transition to Next Slide




Appointment Setting TechniquesSlide 12

Using the So let’s take a look at the process for getting the prospective future professional in for a



Slide

school visit. ACE’s are trained to use various appointment setting techniques to motivate the prospective future professional to commit to an appointment for a school visit. (CLICK) This appointment is placed into our Appointment Plus system. This is where you as the ED/AD come into the picture.

Activity .


.





Managing Appointment Plus: Daily ScheduleSlide 13

Using the As the ED/AD of the school it is important that at least once a day you are going into the



Slide

Appointment Plus system and noting the number of prospective future professionals who are scheduled that day to come in for a school visit, as well as the times of the appointments. It is important to note that Appointment Plus ONLY shows school visits, it does not account for the other areas of the admissions process such as filling out enrollment paperwork or financial assistance.

Activity Please take the time to review how to use Appointment Plus. Point out that a reference guide, which walks you through how to Appointment Plus has been provided along with your participant guide.


Guide: Include or provide reference guide for using Appointment Plus.



Transition to Next Slide Now let’s talk about the daily meeting with your CPS



Managing School Visits: Meet Daily with CPSSlide 14



Using the Slide

To manage the school visit and admissions follow-up appointment schedules, you will need to meet with your CPS daily to put a plan in place to accommodate any prospective future professionals who visit the school. No school visit appointment set by the CCC should ever be cancelled. Scheduling must always be managed and accommodate the student.


Now let’s talk about the introduction call the CPS will make to the prospective future professional



Introductory Call: Making the ConnectionSlide 15

Using the When a school visit is scheduled by the CCC, the school will receive an appointment



Slide

notification e-mail with the prospective future professional’s information, appointment date and time. Within 15 minutes of receiving the appointment notification, the CPS makes an introduction call to the prospective future professional to introduce themselves and let them know how excited they are to meet them and begin helping them achieve their career goals



Now, let’s talk about the Confirmation Call the CCC will make to the prospective student



Confirmation Call: CCCSlide 16

Using the The day before the prospective future professional’s scheduled appointment, the CCC



Slide

will contact the prospective future professional to confirm the time, make sure they have directions to the school and tie their goals and decision-making team into the call. If the appointment is scheduled for the same day a confirmation call is not made by the CCC, so the prospective student is not overwhelmed by too many calls.



Let’s look at the Daily Activity Report, which is completed by the CPS



Career Planning Specialist: Daily Activity Report (DAR)Slide 17

Using the The CPS is required to track the contact with the prospective future professional on the



Slide

Daily Activity Report (DAR). (CLICK REPORT) Your role as the ED/AD is to check in with your CPS, review the DAR, ensure introduction calls are being made and make sure the appointments for school visits, enrollment or financial assistance are all being accommodated. (CLICK) Managing this on a daily basis will not only help your CPS if they are encountering any obstacles with any part of the admissions process, but it also lets you know where your school stands on achieving the expected starts per goal.






Let’s summarize what we have learned today.



Customer Contact Summary: Visit our SchoolSlide 18

Using the One of Empire’s objectives is to get prospective future professionals to visit our schools



Slide

to see what we have to offer and experience the Empire Edge. The process begins with the Appointment Coordination Expert in the CCC setting the school visit appointment for the prospective future professional. That places the ACE in a critical support role for each school. Successfully managing this process as the ED/AD will bring success to your prospective future professionals, your CPS and your school.


Okay, let’s see what you learned today. Let’s take a few minutes to complete the skill check activity in your participant guide.



Skill Check ActivitySlide 19

Using the Please take 5 minutes to answer a few questions in your participant guide; and, then we



Slide

will review the answers together.

Activity Skill Check Activity


Skill Check Activity <<enter questions in guide without the answers>>

1. Who is required to track contact activity with the prospective future professional on the Daily Activity Report (DAR)? ACE, ED/AD, CPS ____

2. Who sets appointments for prospects in Appointment Plus? ACE, ED/AD, CPS

3. Who contacts the prospect one day before their school visit appointment to



provide a reminder about the date and time, as well as or directions? ACE, ED/AD, CPS

4. How often should the ED/AD review appointments in Appointment Plus? Daily,

Weekly, Monthly

5. How long does it take for an ACE to contact a prospect who has submitted an online “Request for Info” form? 5 min, 10 min, 15 min

6. Who answers inquiry calls from TV ads and the Empire websites? CCC

7. What percentage of school prospects are contacted within 7 days of inquiring about the program? 45%, 90%, 100%

Transition to Nice job!



Next Slide



Course ConclusionSlide 20

Using the Please take the time to complete the action items generated from this session



Slide Activity Participant Workbook

Conclusion: The workbook can be used as a reference guide after completing the training. Point out the action items in the workbook. Please complete all action items. These are items which you should complete prior to attending the next training session.


Next training session, we will talk about School Outcomes


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