Inbound calls to Student Services
From AFSWiki
Inbound simply means any incoming calls that we receive to Student Services. At that point, Julia Swanson will be our Inbound guru helping us manage calls coming into Student Services.
Contents |
First Policy
It is our policy that all incoming calls be answered promptly by the person assigned to Inbound or the Inbound Back-up.
Procedures
1. Calls are to be answered by the person assigned to take inbound or by the inbound back up.
2. If there is a queue, any permanent staff or assistant who has been given permission must pick it up.
3. Calls will be answered with, “Thank you for calling AFS, this is _______. How may I help you?”
4. Find out who you are talking to and where they are in the application process.
5. If they are requesting information, take all of their information and fill in LMS as completely as possible.
6. If they have already requested information, look up their file in LMS.
7. If their LMS file shows that they have done a pre-app, look them up in OPUS to determine who they need
to speak with.
8. Feel free to ask if they have talked to their application (or admission) Advisor lately.
9. Transfer the call to the correct person, giving the caller the direct extension for next time.
10. Make sure to put a comment in Opus if you transfer them to voice mail or if you received any detailed information.
Second Policy
After answering the call promptly and professionally, gather the information from the person on the call and always enter a comment for every conversation in the correct database. Participants need to be working with the correct Advisor through the application process. As such it is important to promptly determine their application status.
Procedures
1. Look up caller in LMS by using their zip code.
2. If they are listed as a pre-app, then you must look them up in OPUS.
3. Open OPUS and go to the sending module.
4. Hit the green retrieve button on the top right, this will open the search screen.
5. Search for the student by the first few letters of the last and first few letters of the first name. ie: Kayla-Dane
Siljestrom would be last: “sil” and first: “kay”.
6. Select the student and click on Contacts. By looking at the comments and the various acronyms at the top of the page, this will show you who has ownership of the student. Because this will all change by the beginning of September, I am leaving out all the crazy details of how we figure out who to transfer to...
Protocol
To reduce confusion or miscommunication and to manage expectations, the Applicant must be directed to speak with the correct person assigned to their application at each stage of the application process.
To see the list of participant statuses and the corresponding AFS personnel that they should be directed to, check out the Common Inbound Questions
Helpful Resources
- AT Directory can be found at Sending Staff.
- Common Inbound Questions contact sheet. (previously, G:\Everyone\Info Center\Desk Resources\Inbound)
- How to put on the Inbound meeting message for when we are in a meeting.
