The Future is Calling
in Call Center, Project Spotlights /
University Marketing Firm
PROJECT: Outbound Phone Call Follow-up
We were engaged by a university who wanted to reach out to potential students that had exhibited certain behaviors, like beginning an application but not completing it- the student version of a ‘cart abandon’. The university wanted to follow up with these students to see what questions they may have and any other information that could be gained.
INDUSTRY: Higher Education
CLIENT COMMENT: “The results of this outbound project were so surprising, we going to use this same approach with our other clients.”
We determined for this project we would make three calls to each student:
- 1st call – no voicemail
- 2nd call (3-5 days later) – leave a voicemail
- 3rd call (1 week later) – voicemail and callback number.
We used our college-aged operators so that the student would feel like they were speaking to a peer.
RESULTS: As the demographic of these students were digital natives, they were very receptive to phone calls, even eager to speak to someone on the phone. They made it easy to gather segmentation data that will be valuable for future campaigns.
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