Director of Admissions

Lead Follow Up

You are able to ensure all leads are being followed up with via the Aging Leads Report. In this report you will see the following columns:

1. New Leads – Shows leads that have never been worked by a recruiter.

2. Lost Leads – Shows leads that were previously worked but are no longer being worked.

3. Un-Read Messages – Shows how many emails/texts were received but not replied to

   It is recommended to keep the “Aging Leads” report at zero. This means all leads are being worked, and leads are not waiting to hear back from your school. If this report is at 0 you can take comfort in the fact that all leads are being worked by your recruiters and then track recruiter performance.

Recruiter Performance

You are able to see your conversion rate, contact rate, and closing time by recruiter:

1. Contact Rate Report – Shows how many leads were received, how many you made contact with, which contact method was most effective (Email, Phone, Text), and how many leads have you not contacted. For the not contacted leads it tracks how many attempts have been made.

2. Closing Time Report – Shows how long it took from when the lead came in, until you made first contact. It then shows the average closing time for all steps in your admissions process. Such as how long on average does it take to book a tour, enroll a student, etc.

3. Conversion Rate Report – Shows how many leads you have contacted, at how many have reached each step in your admissions process, all the way to converting to a student.

4. Activity Summary Report – Shows how much work (Phone Calls, Emails, Text Messages,

   Appointments Booked, etc) was done during any given date range

5. Daily Activity Report – Shows a daily, by the second, breakdown of all work done for any given day.

6. VOIP Activity Report – Shows VOIP calls only, and includes a link to listen to the MP3 recording of the phone call. It also shows you total phone minutes, by role (appointment bookers vs reps) and by user. This is only available for schools using the call controller functionality.

Management Functionality

You are also able to manually look into a recruiter’s activity by loading their name in the calendar drop down. This will load their calendar and show you the following:

1. Dashboard – On the dashboard you can create leaderboards for your recruiters (based on enrollments, or conversion percentage), you can also have leaderboards for appointment bookers (based on appointments or booking percentage). You are also able to create leaderboards for your campuses (for schools with multiple campuses) to get your campuses competing to be top campus. You can enter goals for each recruiter, for all your admissions stages, as well has viewing how many leads you have in your pipeline, for each upcoming start date.

2. Calendar Activity – On their calendar you will see everything scheduled for the day. If the item has not been completed, it will be bold. For completed items, they will not be bold, and it will show you the outcome on the calendar.

3. New Lead List – Here you can see if there are any new leads that have come in, that have not been worked yet. Once leads are worked in anyway they are removed from the new lead list. This information is also available in a report outlined in point number 1 above.

4. No Follow Up – Here you can see how many leads that no longer have follow up scheduled on the calendar. If a lead is marked as cold/inactive, it will not appear on this list. If a lead is registered as a student, it will not appear on this list. So this is a list of valid leads, that you want to work, that are not being worked. This report should be kept at zero to ensure you are working 100% of the leads that you have received. This information is also available in a report outlined in point number 1 above.

5. Un-Read/Sent Mail – On the left navigation, you are able to access the Un-Read Mail and Sent Mail for each of your recruiters (via the staff drop down).

6. Contact Sheet – On the profile of any lead, you can see all follow up activity (phone call, notes, appointments, text messages, printed letters) that your school has had with every single lead. If multiple people have worked a lead, you will see the name of the

   individual who did the work. You are also able to see who the lead is assigned to, and re-assign the lead to a different recruiter.

Searching and Mass Communication

1. Searching Your Database

   1. To find a lead by name, email, or telephone use the “Quick Search”

   2. To query your database by any field on your lead profile use the “Advanced Search”

   3. The “Advanced Search” is also used when mass communication

2. Mass Communication

   1. In the “Advanced Search” results you will see short cut links to “Send a Mass Email”, “Print Mass Letters” or “Send Mass Text Message” to your targeted group of leads

   2. These options are also available on the left navigation

   3. If you do an “Advanced Search” with too many results to call in one day you are able to create a “Call Campaign” and work that group of leads over a longer period of time

   4. When sending a mass email, text message, printing mass letters, or setting up a call campaign, you are able to select which recruiter(s) the campaign is for. While recruiters can only do campaigns to their own leads, you are able to do a campaign to all leads.

3. Templates

   1. If you wish to save an templates for future use (E-Mail, Letter or Text Message) you can create them using the “Edit Templates” page

   2. These templates will appear when you send a message or print a letter

   3. You can draw any field into your template from the lead profile of the lead (such as First Name, Program Name, Start Date, etc) by using the “Insert Field” drop down

Admin Functionality

To access the Admissions admin tools, click on the Leads tab in the header, and then the “Settings” tab below:

1. Rotation – Here you can select who new leads should be assigned to. You are able to rotate leads evenly amongst your recruiters, you can weight leads so one recruiter’s gets more leads. Or you can rotate leads by program, media, province or country. If a recruiter goes on vacation, you can take them out of rotation and add them back in when they return. To view a comprehensive guide to the full Lead Rotation Tool, click HERE. 

2. Process – These are the steps that a lead must take in order to become a student.

3. Templates – Here you can create new, and modify existing, templates. You are able to draw lead information dynamically in the templates (like Name, Program, etc) and share your templates centrally with your recruiters. Templates can be email, text message, or letters/documents.

4. Duplicates – Here you can merge two lead records together. As well as query your database for potential duplicates.

5. Transfer – Here you are able to mass transfer leads from one recruiter to another. You are also able to evenly distribute leads amongst multiple recruiters.