1. Full Sail Direct
1.1. Call In Leads
1.1.1. When we prequal
1.1.1.1. If after searching, no file is found and you create a Quick Lead If a file exists in Salesforce but the file is assigned to TOG Queue or Unassigned Queue regardless of Lead Status ex: File is assigned to TOG Queue with a Lead Status of Data Convert – conduct the prequal
1.1.2. Prequal Scripting
1.1.2.1. Introduction
1.1.2.1.1. Thank you for calling Full Sail University. This is _______ in Reception. How may I direct your call? I’d be happy to help you with that... Are you calling on behalf of yourself or someone else? IF Yourself: May I please have the spelling of your FIRST and LAST name? IF Someone Else: May I please have the spelling of his/her/their FIRST and LAST name? Thank you, may I please have your/their city, state, and zip code? Give me one moment while I enter that into our system.
1.1.2.2. New Lead Not In Salesforce
1.1.2.2.1. Have you ever requested information or spoken with anyone from Full Sail? If NO: Let me get some basic contact information so I can best direct your call So how did you hear about Full Sail? (Enter Lead Source) Enter Lead Type as “Phone”
1.1.2.3. Mobile Opt-In
1.1.2.3.1. And what’s the best phone number to contact you? Is this a cell or wireless number? If wireless advise caller: If we need to contact you, our calls may be placed using automated technology and your consent is not required to get information or become a student. Do we have your consent to call you at this number? If YES (must be audible): Select Yes in the Mobile Dialer Opt-In Field If NO: Select No in the Mobile Dialer Opt-In field
1.1.2.4. Contact Info and Citizenship
1.1.2.4.1. And your Street Address in (provided city/state)? May I please have a working email address?
1.1.2.5. Date of Birth
1.1.2.5.1. For verification purposes, would you please provide me with your date of birth?
1.1.2.6. Campus or Online
1.1.2.6.1. Which degree program were you interested in pursuing? And were you interested in a Campus or an Online degree program? Enter degree program in Salesforce
1.1.2.7. Highest Level of Education
1.1.2.7.1. What’s the highest level of education you’ve completed? IF HS GRAD: What year did you graduate from high school? IF HS SENIOR: Congratulations on your upcoming graduation! IF HS UNDERCLASSMAN: And what year do you expect to graduate? Underclassmen go to CAG IF MASTERS Interest: A Bachelor’s degree is a requirement to pursue our Masters Degree. Recommend Bachelors based on interest
1.1.2.8. Additional Benefits Offered
1.1.2.8.1. Just to ensure you receive any additional benefits you may be eligible for……
1.1.2.9. Lead into Transfer
1.1.2.9.1. Thank you for providing me with your information. I’m going to place you on a brief hold while I reach out to a member of our Admissions Team. Please give me one moment... (Place on hold) REP AVAILABLE: Hi (Rep Name), this is ____ from Inbound Support. I have a new inbound lead holding for you. His/Her student number is _______. Let me know when you’re ready REP UNAVAILABLE: Hi (Lead’s first name). I apologize, but our admissions team is currently assisting other students, they will call you back as soon as they are available. If the student requests a specific call back time, please notate this in the wufoo/email.
1.1.3. Dispositions
1.1.3.1. Complete Dispositions
1.1.3.1.1. New Assignment Transfer Call Taken By Staff Member
1.1.3.2. Incomplete Dispositions
1.1.3.2.1. Call No VM Call Transferred to VM Call No One Available (Submit Reassignment Email)
1.2. Incomplete Apps
1.2.1. Priority Call Reasons
1.2.1.1. 1. Lead Request/Interview/Appointment Scheduled/General Follow Up – This is an agent scheduled call back. 2. Call No VM - The lead called in and chose not to go to voicemail 3. Call Transferred To Voicemail - The lead called in and did go to voicemail 4. Incomplete App - The lead has started the application. On the lead detail, “Status Reason” will show how far along they are. If at Page 4, the application was finished and unpaid. 5. FAFSA Received - A FAFSA has come on file 6. Repeat Request - The lead made a repeat request 7. Chat - The lead connected with the Chat Live team
1.2.2. Outbound Scripting
1.2.2.1. Full Sail Lead Intro w/ Recording Statement
1.2.2.1.1. Hi, may I please speak with (LEAD FIRST NAME)? Hi (LEAD FIRST NAME)! This is _______ from Full Sail University. You submitted an application for enrollment, How are you today? Great! Glad to hear it... Just so you know, this call may be recorded for Quality Assurance and Training purposes…
1.2.2.2. Degree Verification
1.2.2.2.1. I see here that you’ve been working on an application for our ____________ Bachelors /Master’s Degree on Campus/Online, is that right? Great! So, I just wanted to reach out to you about your application, verify that the information on your Application is correct, and get you in touch with a member of our admissions team who will let you know about your next steps. Is this something you have some time for?
1.2.2.3. Verify Contact Information
1.2.2.3.1. Now, I just need to verify your contact information real quick: -Name -Physical Address -Email
1.2.2.4. Mobile Opt-In If Applicable
1.2.2.4.1. I show your phone number as XXX-XXX-XXXX Is this a cell/wireless? (If wireless) Your calls may be placed using automated technology but your consent is not required to get information or become a student. Do we have your consent to call you at this wireless number? (If landline) OK Great
1.2.2.5. Citizenship
1.2.2.5.1. o We have special programs for students from other countries, are you a US Citizen? o If US Citizen: Move on to highest level of education o If NO: Are you a permanent resident? IF PERM RESIDENT… Has your permanent residency been approved or is it still pending? (If still pending or not a US citizen, this is an INTERNATIONAL student.
1.2.2.6. Highest Level of Education
1.2.2.6.1. o To make sure we get you the right information, let me ask you, what is the highest level of education you’ve completed? IF UNDERCLASSMAN OR UNDERAGE – GO TO OTHER SCRIPTING If HS SENIOR: Congratulations on your upcoming graduation! If HS DIPLOMA, GED or higher: Perfect, that’s great that you’re looking into continuing your education! If SEEKING MASTERS: Enrolled in Bachelor program, Transfer to GSL Hotline If NOT enrolled in Bachelor program, Transfer to appropriate campus/online hotline Now, I do want to let you know we do require a bachelor’s degree to pursue one of our Masters degrees; however we do offer_____ Bachelor’s degree as well, so I’ll just make that change, OK?!
1.2.2.7. Asking the Military Questions
1.2.2.7.1. o And to make sure you receive any military benefits that you might be eligible for, are YOU actively serving in the military? IF YES: GO TO LEAD INTO TRANSFER (do not ask highest level of education) and TRANSFER TO ACTIVE MILITARY IF NO: And is your spouse, parent, or guardian active or a veteran in the military. IF YES and seeking Online transfer to Online Undergraduate Hotline IF YES and seeking Campus transfer to Campus Military
1.2.2.8. Lead In To Transfer
1.2.2.8.1. Great, I’m going to call over to the Campus/Online/Military Admissions Team and they will be able to assist you further (or “to see who is available to assist you” “answer any questions you may have”, etc)…OK?
1.2.2.9. Hand Off to Admissions Representative
1.2.2.9.1. Hi, This is ______from Inbound Support. I have (student name) on the line with us and (s)he has applied for our (degree of choice).
1.2.2.10. Voicemail
1.2.2.10.1. Hi, (LEAD FIRST NAME)! I’m calling from Full Sail University. Our number is 800-226-7625. You submitted an application for enrollment, and we would like to speak with you about your next steps in the process. Please call us back any time before 9pm EST and ask to speak with an admissions representative. Again, our number is 800-226-7625. Thanks and have a great day/night!
1.2.3. Frequency of attempts
1.2.3.1. Decay Rate
1.2.3.1.1. Drops day 1 w/Priority Call Decay 1: 4 days Decay 2: 4 days Decay 3: 7 days Decay 4: 7 days Total 5 attempts if all are unsuccessful.
1.2.3.1.2. After that, it "rests" and is no longer in workflow. If at ANY point an agent puts "Call Completed" as the result, no matter where it is in the decay frequency, it will go back up to Decay 1.
1.3. Walk In Leads
1.3.1. Self Check In
1.3.1.1. Student fills out basic information in the new welcome center. Info is submitted to the daily tour wufoo. Reception takes the information from the wufoo and creates a lead in salesforce.
1.3.2. Tours
1.3.2.1. Daily tours run Monday through Saturday. Mon-Fri between the hours of 10am-5pm every hour on the hour. Sat between the hours of 10am-4pm every other hour. No tours on Sunday.
1.3.3. Admissions
1.3.3.1. Reception contacts CAG to assign student to an Admissions Rep.
1.3.3.2. If Rep is available at the end of the tour, Rep will meet with student and verify the students information as well as answer questions the student may have.
2. Email - Requested Info
2.1. Day 0
2.1.1. We've rec'd your request for info
2.1.1.1. Subject A: Thank you for your interest in Full Sail University
2.1.1.2. Subject B: We've received your request for information
2.1.1.3. Subject C: Your future in entertainment and media begins today
2.2. Day 1
2.2.1. Campus - Day 1: Campus Explorer
2.2.1.1. Subject Line: Take a virtual tour of our campus
2.3. Day 2
2.3.1. Campus - Day 2: Halo Blog Stories
2.3.1.1. Subject Line: Varies - Changes every 6-8 Weeks
2.4. Day 3
2.4.1. Campus/Online - Day 3: New MacBook/PC
2.4.1.1. Subject Line: Project LaunchBox - Your Mobile Studio Broken Out by Halo as of 1.28.14 - 10 versions
2.5. Day 5
2.5.1. Campus - Day 5: Art of Full Sail
2.5.1.1. Subject Line: Explore our virtual gallery (as of 1.30.15)
2.6. Day 7
2.6.1. Campus - Day 7 BS Segmented by interest - Instagram and "Ted Talks"
2.6.1.1. Subject Line: Follow @FullSailUniversity on Instagram
2.6.2. *Campus -MS Only Day 7
2.6.2.1. Subject Line: Follow @FullSailUniversity on Instagram
2.7. Day 8
2.7.1. Campus - Day 8: Generic Scholarship Guide_Day 8 - added 4.29.14
2.7.1.1. Subject Line: Have you seen the Full Sail Scholarship Guide?
2.7.2. Campus - Day 8: Emerging-tech-Scholarship Day8 - as of 4.30.14
2.7.2.1. Subject Line: Emerging Technology Scholarships awards up to $40,000 for qualified students
2.7.3. Campus - Day 8: Sound Foundations Scholarship Added 5.22.14
2.7.3.1. Subject Line: Sound Foundations Scholarship awards up to $19,000 for qualified students
2.8. Day 11
2.8.1. Campus- Day 11 - Segmented, Connect with Full Sail University
2.8.1.1. Testing -Connect with your future arts community
2.8.2. Campus- Day 11 - Segmented, Princeton Review
2.8.2.1. Subject Line: Full Sail University Honored by Princeton Review
2.9. Day 12
2.9.1. Campus - Day 12: MS Only as of 1.28.14
2.9.1.1. Subject Line: Launch your career with a master’s degree from Full Sail as of 7.30.14
2.10. Day 14
2.10.1. NEW TEMPLATE - TOUR/VIRTUAL COMBO
2.10.1.1. Subject Line: Discover our Florida campus – take a tour
2.11. Day 15
2.11.1. AVA/Conversica
3. TOG
3.1. Day 1 Real Time
3.1.1. Prequal Scripting
3.1.1.1. Introduction
3.1.1.1.1. Hi, _______! Hi, this is _______ from Full Sail University. You requested information on one of our degree programs. How are you today? Great! Glad to hear it!”
3.1.1.2. Recording Statement
3.1.1.2.1. “Just so you know, this call may be recorded for quality assurance and training purposes….” Needs to be stated within the FIRST 60 SECONDS of the phone call. It is EXTREMELY important that the recording statement is given on EVERY phone call without EXCEPTION!
3.1.1.3. Confirm Degree Interest
3.1.1.3.1. Now you’re looking for information on our ____________ Bachelors /Master’s Degree on Campus/Online, is that right? Cool, that’s an awesome program!
3.1.1.4. Verifying Contact Information
3.1.1.4.1. Now, I just need to verify your contact information real quick: o I show the correct spelling of your name as (spell out first and last name)… o And you’re address is (Street, City, State/Country and Zip)… and … o (IF NO MOBILE OPT-IN) Your calls may be placed using automated technology but your consent is not required to get information or become a student. Do we have your consent to call you at this wireless number o I have your email as _____, is that correct? Great, thanks for updating your information! o We have special programs for students from other countries, are you a US Citizen? o If No: What country are you from? Are you a permanent resident? o And what is your Date of Birth?
3.1.1.5. Highest Level of Education
3.1.1.5.1. o To make sure we get you the right information, let me ask you, what is the highest level of education you’ve completed? Select Response in Survey … IF UNDERCLASSMAN OR UNDERAGE – GO TO OTHER SCRIPTING If HS SENIOR: Congratulations on your upcoming graduation! If GED, HS DIPLOMA or higher: Perfect, that’s great that you’re looking into continuing your education! If SEEKING MASTERS: Enrolled in Bachelor program, Transfer to GSL Hotline If NOT enrolled in Bachelor program, Transfer to appropriate campus/online hotline Now, I do want to let you know we do require a bachelor’s degree to pursue one of our Masters degrees; however we do offer_____ Bachelor’s degree as well, so I’ll just make that change, OK?! For HS and College Graduates: And what year did you graduate?
3.1.1.6. Asking the Military Questions
3.1.1.6.1. o And to make sure there are any military benefits that you might be eligible for, are YOU actively serving in the military? o IF YES: GO TO LEAD INTO TRANSFER (do not ask highest level of education) and TRANSFER TO ACTIVE MILITARY o IF NO: And is your spouse, parent, or guardian active or a veteran in the military. o IF YES and seeking Online transfer to Online Undergraduate Hotline o IF YES and seeking Campus transfer to Campus Military
3.1.1.7. Lead In To Transfer
3.1.1.7.1. Give me one moment while I get a member of our admissions team. They'll answer any questions you may have, provide you with scholarship information (and if it is Campus) > get you to the school for a tour. OK? Once student says YES, CLICK TRANSFER Okay, now I’m going to put you on a brief hold while I connect with the admissions team member, and when they come on the line with us I’ll introduce you so they can tell you more about your program.
3.1.1.8. Hand Off to Admissions Representative
3.1.1.8.1. Hi, This is ______from admissions control. I have (Student Name) on the line and they are interested in our (Degree of Choice). Just in case the phone call drops, his/her phone number is xxx-xxx-xxxx. <WAIT FOR ADMISSION REP TO ACKNOWLEDGE> Okay, (LEAD FIRST NAME), (Admissions Rep Name) will help you from here. Please have a great day/night.
3.1.2. Voicemail Scripting
3.1.2.1. Voicemail Option #1
3.1.2.1.1. Hi (Student Name)! I’m calling from Full Sail University. Our number is 407-xxx-xxxx. You requested information on our __________ Bachelor’s/ Master’s Degree on Campus/Online. Please call us back any time until 9pm EST and ask for a member of our Admissions Team. Again, our number is 407-xxx-xxxx. Thanks and have a great day!
3.1.2.2. Voicemail Option #2
3.1.2.2.1. Hi, (LEAD FIRST NAME)! I’m calling from Full Sail University. Our number is 1-800-226-7625. You requested information on our ______ degree program on campus/online. I wanted to let you know that you may qualify for up to $9500 in scholarships. Please call us back any time before 9pm EST and ask for an admissions representative to learn about these exciting opportunities. Again, our number is 1-800-226-7625. Thanks and have a great day/night!
3.1.2.3. Voicemail Option #3
3.1.2.3.1. Hi, (LEAD FIRST NAME)! I’m calling from Full Sail University. Our number is 1-800-226-7625. I wanted to reach out to you today and let you know about some scholarships you may qualify for in regards to your requested information on our ______ degree program on campus/online. To learn about these exciting opportunities please call us back any time before 9pm EST and ask for an admissions representative. Again, our number is 1-800-226-7625. Thanks and have a great day/night!
3.1.3. Dispositions
3.1.3.1. Complete Dispositions
3.1.3.1.1. Transfer (by campaign) Wrong Number Privacy Manager Language Barrier Not Interested Not Interested – Requested Catalog Hang Up Do Not Call – Email Only Do Not Call – Remove From All Lists Fax No Longer Lives There Enrolled Somewhere Else Under Age Underclassman Not Interested- General Education Never Requested Info Non Educational Offer Lead Disconnect – Lead Callback Due AR Disconnect Bad Number Splash Media Referral
3.1.3.2. Incomplete Dispositions
3.1.3.2.1. Left Voicemail Student Unavailable Student Has No Time Student Not Home Left MSG Answering Machine Phone Change Long Term Follow Up Disconnected During Transfer(by campaign) Lead Decline Transfer(by campaign) Rep Unavail. For Transfer(by campaign)
3.1.4. Example of a call