Admissions Welcome Center Annual Report

2010-2011 Welcome Center Annual Report 1

Colorado State University Office of Admissions and University Welcome Center

Annual Report: July 1, 2010 – June 30, 2011 Mission The Mission of the University Welcome Center is to:

Provide a warm, helpful, and hospitable first impression for students, families, visitors and guests of Colorado State University

Assist guests in accomplishing the purpose of their individual or group visit to campus

Provide information about the institution and the admissions process

Serve as a general information resource about the university

Operating Hours The Welcome Center is open Monday through Friday from 7:45 a.m. to 4:45 p.m. during the academic year and 7:30 a.m. to 4:30 p.m. during the summer. It is also open Saturday mornings from 8:30 a.m. to 12:30 p.m. during the months of October, November, February, March, and April.

Facility/Location The Welcome Center is located on the northwest corner of the Oval at Colorado State University in Ammons Hall. Originally named the Women’s Club Building, Ammons Hall was constructed in 1921 as an athletic and recreation center for women. It represented the school’s recognition of the impact of women’s activities and interests on campus and their active participation in college life. On June 3, 1925 the building was named Ammons Hall in recognition of State Board of Agriculture member Elias M. Ammons.

In 1998, Ammons Hall was renovated; the Career Center occupied the building for ten years. In 2008, the Office of Admissions moved into the building. In 2009, the campus Visitor Center closed and the Admissions Welcome Center became the University Welcome Center and now serves the needs of all campus visitors including prospective students and their families.

Information Sessions and Campus Tours Various information sessions and student-led walking tours are conducted from the Welcome Center daily and on Saturdays during October, November, February, March, and April. Tours last 90-120 minutes and follow a 45 minute information session presented by an Admissions Staff member. Information Sessions for prospective freshmen occur daily at 8:30 a.m. and 1:30 p.m. with tours at 9:15 a.m. and 2:15 p.m. Saturday visits begin at 8:30 a.m. Information Sessions for prospective transfer students are Mondays at 10:30 a.m. with a tour beginning at 11:15 a.m. On select days in March, April, and May, Information Sessions for admitted students began at 10:30 a.m. with a tour at 11:15 a.m.

Reservations can be made online at http://admissions.colostate.edu/Visit/DailyInfoSessions.aspx.

Staff The Office of Admissions consists of approximately 65 staff. Approximately 15 of these professional staff members alternate in presenting the various information sessions on behalf of the Office of Admissions. There are approximately 55 student staff, approximately five of these students are front desk workers who report to the Front Desk Supervisor and the remaining are Admissions Ambassadors (tour guides) who report jointly to two Assistant Directors on the Freshman Initiatives team in the Undergraduate Recruitment unit.

http://admissions.colostate.edu/Visit/DailyInfoSessions.aspx


Executive Summary Colorado State University’s Welcome Center’s charge is to provide a friendly, informational, and helpful experience for all visitors to the University. The University Welcome Center serves almost 27,000 visitors each year who come for tour of campus, admissions information, and university and city information. In addition to these visitors, the Welcome Center Phone Counseling team receives approximately 54,000 phone calls and 23,000 emails each year. Approximately 8,000 students and 18,000 total people visited the Welcome Center to participate in an Admissions Daily Information Session and Campus Tour. Of the approximately total 27,000 visitors served, just over 6000 were walk-in traffic to the Welcome Center. The Welcome Center Workgroup in the Office of Admissions hosted ten Visit Days during the 2010-2011 academic year for high school seniors, juniors, admitted freshmen, and prospective and admitted transfer students. These ten events together hosted just over 3200 guests: more than 1400 prospective and incoming students and just over 1800 of their parents and family members. Approximately 120 groups, primarily of high school aged students, visited during the 2010-2011 academic year totaling almost 3500 students and sponsors. These groups represented 24 of Colorado’s 64 counties and 6 states including California, Nebraska, New Mexico, Texas, and Wyoming. Comparative statistics show a slight decrease in tour participation by approximately 400 visitors from the 2009-2010 academic year to the 2010-2011 academic year.


Office of Admissions Summary and Description of Programs

Daily Information Sessions and Campus Tours Daily Information Sessions and Campus Tours for future freshmen are held Monday through Friday at 8:30 a.m. and 1:30 p.m. and will be followed at 9:15 a.m. and 2:15 p.m. by a student-led walking tour of campus. Information sessions and campus tours are also offered on select Saturdays during the academic year. Information sessions designed for transfer students are held throughout the calendar year on Mondays at 10:30 a.m. and are followed at 11:15 a.m. by student-led walking tours of campus. Information sessions for admitted students occur on select days in March, April, and May at 10:30 a.m. and are followed by a campus tour at 11:15 a.m. Front Desk staff tally walk-in traffic and compile numbers for Daily Information Sessions and Tours. Visit Days Nine Visit Days are held each year. Showcase Visit Day, an event designed for high school seniors and their parents and family members, occurred three times during the fall semester. In the spring semester, three Junior Visit Days and three Admitted Student Visit Days were held. Junior Visit Days are designed for high school juniors and their parents and family members; Admitted Student Visits Days are reserved for students are who newly admitted freshmen and their parents and family members. One Transfer Visit Day, an event for prospective and newly admitted transfer students and their families, is held each spring semester. Visit Days are the only visit events for which participants need to pay. The cost is $15 per person. The Assistant Director for Visit Days tracks Visit Day data. Phone Calls and Emails A staff of five Phone Counselors (a four person FTE) is employed to answer the main phone line for the Office of Admissions. This group also responds to all emails that come to the main Admissions inbox: [email protected]. The Lead Phone Counselor tracks all data regarding phone calls and emails. Walk-in Traffic The front desk in the University Welcome Center and Office of Admissions is staffed by student workers and a full time Front Desk Supervisor. The Front Desk Supervisor manages the tracking of the walk-in traffic with the assistance of the students. Walk-in traffic is recorded in four categories: Admissions questions, visitors looking for the Career Center (who used to occupy Ammons Hall), University questions, and visitors seeking parking permits for a non-Admissions visit. The numbers are reported in this report as cumulative. Group Visits Group Visits consist of an Information Session led by an Admissions Representative and are followed by a student-led walking tour of campus. A typical Group Visit lasts approximately two hours; timing can be adjusted based on your transportation schedule. Group Visits are limited to groups of 50 or fewer high school aged students who are in 9th-12th grades. Group Visits are scheduled almost exclusively for Tuesdays, Wednesdays, and Thursdays. The Group Visit Coordinator is responsible for tracking detailed information regarding each group served.

mailto:[email protected]


RamCall RamCall is a program coordinated by one of the two Assistant Directors on the Freshmen Initiative team in the Office of Admissions. Student Admissions Ambassadors work three evenings per week to call prospective students on the telephone to assist in moving students through the admission and enrollment process. Select groups of students receive phone calls: admitted students, students who have recently visited campus for a Daily Information Session and Tour, and students who attend a STAR or Alliance High School. The Assistant Director is responsible for creating call lists on a weekly basis, tracking the progress of the calling projects, and recording and tracking data. RamChat RamChat is a program coordinated by an Assistant Director on the Freshmen Initiative team. A total of 12 online chat sessions were hosted during the 2010-2011 academic year for prospective and admitted students. Each chat session had a theme. Chat sessions are staffed primarily by student Admissions Ambassadors. Faculty, staff, and students from other departments on campus, depending on the theme of the chat, attend as well. The Assistant Director is responsible for marketing the chat events, facilitating the use of technology, tracking the progress of the chat sessions as they occur, and recording and tracking data.


Statistical Reports

In this Section: All statistics reflect data gathered from July 1, 2010 to June 30, 2011.

Weekly Statistical Report Page 6 The report is a compiles list of all of the programs and services within the Welcome Center Workgroup of Admissions. It includes: Daily Visits and Tours, Visit Days, phone calls, emails, walk in traffic, Group Visits, Ram Call and Ram Chat. The report is a compiled list of all categories of visitors by week and by month. The totals for the Colorado State University Welcome Center Statistical Graph came from this information.

Welcome Center Visitor Monthly Comprehensive Statistics Page 9 The bar graph illustrates the number of students and families served through all Welcome Center venues: Daily Visits and Tours, Visit Days, walk in traffic, and Group Visits. These numbers are reported on a monthly basis. Although they are programs within the workgroup, RamCall and RamChat are not included as they are classified as outreach programs rather than visit programs.

Daily Information Sessions Page 10 The bar graphs illustrate the number of Daily Visitors for the four types of Information Sessions: Prospective Student Information Sessions, Transfer Student Information Sessions, Admitted Student Information Sessions, and Saturday Information Sessions. Two bar graphs are displayed; one shows the student visitors only, the other shows all visitors.

Group Visits Page 14 The report is a detailed account of the visits facilitated by the Group Visit Coordinator. This includes the number of groups, number of visitors (students and total), types of groups, and where groups are from.

Visit Days Page 16 The report is an event by event account of participant numbers broken down by event type and date, by student participation, and by total participation.

Walk In Traffic Page 17 The graph shows the walk-in traffic to the University Welcome Center and the Office of Admissions on a weekly basis. All weeks include Monday-Friday; the months of October, November, February, March, and April include Saturdays. Walk in traffic is in addition to visitors who visit to attend any of the three types of Information Sessions and Tours.

Phones and Email Page 19 The bar graph illustrates the number of phone calls and emails received by the Office of Admissions Phone Counseling team. The phone calls illustrated are all calls coming into the main Admissions line, 970-491-6909 and the emails are all emails coming into the general admissions inbox, [email protected].

RamChat Page 24 This table and graph illustrates the number of students who participated in the 12 RamChat sessions during the 2010-2011 academic year.

RamCall Page 25 This table and graph illustrates the number of students contacted through the RamCall program on a weekly basis. Numbers are recorded in terms of attempted calls and completed calls.


Weekly Statistical Report July 2010

Week DIS/Tours Visit Days Phone Calls Walk-In Traffic Group Visits Ram Call Ram Chat

7/6/2010 523 0 1105 153 0 0

7/12/2010 591 0 1396 189 0 0

7/19/2010 594 0 1086 126 86 0

7/26/2010 763 0 1178 130 49 0

2471 0 4765 598 135 0 0

August 2010


8/2/2010 767 0 1210 146 52 0

8/9/2010 640 0 1119 129 0 0

8/16/2010 274 0 1374 251 0 0

8/23/2010 148 0 965 199 0 0

1829 0 4668 725 52 0 0

September 2010


8/30/2010 139 0 577 76 0 0

9/7/2010 81 0 659 141 0 0

9/13/2010 157 0 669 79 81 0

9/20/2010 262 0 744 95 51 0

9/27/2010 228 305 866 97 238 0

867 305 3515 488 370 0 0

October 2010


10/4/2010 279 0 936 126 145 0

10/11/2010 599 0 1014 171 170 0

10/18/2010 644 0 1051 119 132 0

10/25/2010 564 405 1517 142 133 53

2086 405 4518 558 580 0 53


November 2010


11/1/2010 351 0 1112 182 86 60

11/8/2010 386 427 1232 138 56 0

11/15/2010 220 0 1272 123 125 81

11/22/2010 320 0 530 5 0 0

11/29/2010 89 0 1276 96 125 81

1366 427 5422 544 392 0 222

December 2010


12/6/2010 60 0 1069 89 0 0

12/13/2010 53 0 1222 79 22 0

12/20/2010 143 0 298 25 0 0

12/27/2010 250 0 573 70 0 0

506 0 3162 263 22 0 0

January 2011


1/3/2011 95 0 1641 107 0 0

1/10/2011 98 0 1810 97 0 0

1/17/2011 169 0 1478 137 8 0

1/24/2011 131 0 1868 117 62 0

493 0 6797 458 70 0 0

February 2011


1/31/2011 88 0 2120 85 28 86

2/7/2011 57 225 1403 71 31 0

2/14/2011 248 0 1515 93 41 27

2/21/2011 348 291 1715 93 139 0

741 516 6753 342 239 0 113


March 2011


2/28/2011 135 129 2152 101 62 60

3/7/2011 275 0 1458 139 148 19

3/14/2011 350 0 1244 73 0 0

3/20/2011 729 326 1913 118 75 3

3/28/2011 762 0 1598 187 86 52

2251 455 8365 618 371 0 134

April 2011


4/4/2011 296 378 1448 154 105 0

4/11/2011 244 373 1678 168 209 78

4/18/2011 586 394 1567 154 132 0

4/25/2011 251 0 1750 119 180 83

1377 1145 6443 595 626 0 161

May 2011


5/2/2011 90 0 1145 72 169 0

5/9/2011 84 0 1247 80 168 0

5/16/2011 63 0 1251 81 48 0

5/23/2011 142 0 1340 100 0 0

379 0 4983 333 385 0 0

June 2011


5/31/2011 148 0 1195 111 0 0

6/6/2011 214 0 1218 102 39 0

6/13/2011 337 0 1272 117 93 0

6/20/2011 468 0 1141 93 77 0

6/27/2011 362 0 1460 125 21 0

1529 0 6286 548 230 0 0


Welcome Center Visitor Monthly Comprehensive Statistics

Program July August September October November December January February March April May June Total

Daily Information Sessions 2504 1947 703 2289 1345 483 533 1026 2990 1983 487 1545 17835

Visit Days 0 0 0 303 188 0 0 228 219 485 0 0 1423

Walk-in Traffic 598 801 412 558 544 263 458 342 618 595 333 548 6070

Group Visits 135 135 135 135 135 135 135 135 135 135 135 135 1620

3237 2883 1250 3285 2212 881 1126 1731 3962 3198 955 2228 26948


Daily Information Sessions

Three Year Comparison of Daily Information Session Statistics: Student Visitors Only

DIS: Students Only July Aug Sept Oct Nov Dec Jan Feb March April May June Total

2008-2009 843 575 261 929 426 204 189 478 963 793 213 557 6431

2009-2010 1054 779 366 1146 602 244 295 790 1378 1048 212 558 8472

2010-2011 1030 777 318 1127 576 205 246 415 1220 874 209 597 7594


Daily Information Sessions (cont.)

Three Year Comparison of Daily Information Session Statistics: All Visitors

DIS: All Visitors July Aug Sept Oct Nov Dec Jan Feb March April May June Total

2008-2009 2122 1442 568 2114 964 478 398 1143 2097 1876 476 1258 14936

2009-2010 2554 1780 788 2400 1370 552 656 1841 2134 2395 455 1324 18249

2010-2011 2504 1947 703 2289 1345 483 533 1026 2990 1983 487 1545 17835



Monthly Daily Information Session Statistics: Student Visitors Only

Information Sessions By Month (Students Only)

July Aug Sept Oct Nov Dec Jan Feb March April May June Total

Prospective Freshmen Information Sessions

1012 742 308 1098 545 185 229 319 836 685 180 568 6707

Transfer Information Sessions 18 35 10 29 31 20 17 11 61 37 29 29 327

Admitted Student Information Sessions

0 0 0 0 0 0 0 85 323 152 0 0 560

1030 777 318 1127 576 205 246 415 1220 874 209 597 7594



Monthly Daily Information Session Statistics: All Visitors

Information Sessions By Month (All Attendees)


Prospective Freshmen Information Sessions

2471 1868 684 2230 1285 444 500 751 2064 1547 425 1483 15752

Transfer Information Sessions 33 79 19 59 60 39 33 24 129 65 62 62 664

Admitted Student Information Sessions

0 0 0 0 0 0 0 251 797 371 0 0 1419

2504 1947 703 2289 1345 483 533 1026 2990 1983 487 1545 17835


Group Visits

Number of Groups to Visit CSU by County (CO Groups Only)

County # of Groups # of Student Visitors # of Total Visitors

Adams 10 299 337

Alamosa 1 17 21

Arapahoe 15 487 548

Boulder 7 137 155

Conejos 1 31 33

Denver 17 433 489

Douglas 2 19 23

Eagle 1 75 81

El Paso 10 272 304

Garfield 1 16 17

Gilpin 1 28 30

Hinsdale 1 8 10

Jefferson 4 134 158

Lake 1 28 30

LaPlata 2 30 35

Larimer 13 209 260

Las Animas 3 77 94

Mesa 3 45 51

Montezuma 2 28 33

Morgan 2 57 61

Pueblo 2 28 32

Rio Grande 1 10 12

Routt 2 33 39

Weld 6 213 237

Total 108 2714 3090

One (1)

>10

2 - 5

6 - 10


Group Visits (cont.) Number of Groups to Visit CSU by Type (All Groups)

Type Number of Groups

Community/Outreach 30

CSU 3

High School 79

Middle School 5

Transfer 1

Total 118

Monthly Group Visits (All Groups)

Month # of Groups # of Students # of Total Visitors

July 3 115 135

August 3 29 52

September 7 298 349

October 23 537 601

November 16 216 267

December 4 131 147

January 3 70 61

February 6 220 239

March 16 314 354

April 18 375 643

May 10 353 385

June 9 193 230

Total 118 3042 3472


Visit Days

Showcase Visit Days Date # of students # of participants

Friday, October 1, 2010 131 305

Friday, October 29, 2010 172 405

Friday, November 12, 2010 188 427

Total 491 1137

Admitted Student Visit Days Date # of students # of participants

Friday, February 11, 2011 100 225

Friday, February 25, 2011 128 291

Friday, March 25, 2011 135 326

Total 363 842

Junior Visit Day Date # of students # of participants

Monday, April 4, 2011 160 378

Monday, April 11, 2011 162 373

Monday, April 18, 2010 163 394

Total 485 1145

Transfer Visit Day Date # of students # of participants

Friday, March 4, 2011 84 129 Total 84 129

Grand Total 1423 3253

Visit Days - All Participants

Visit Days – Student Participants


Walk-In Traffic Monthly Walk-In Traffic

Monthly Traffic July Aug Sept Oct Nov Dec Jan Feb March April May June Total

# of Walk-Ins 598 801 412 558 544 263 458 342 618 595 333 548 6070

0

100

200

300

400

500

600

700

800

900

July Aug Sept Oct Nov Dec Jan Feb March April May June


Walk-In Traffic (cont.) Average Weekly Walk-In Traffic

Average Weekly Traffic Monday Tuesday Wednesday Thursday Friday Saturday Total

# of Walk-Ins 21.29 23.21 22.46 23.17 25.29 1.31 19.46

0.00

5.00

10.00

15.00

20.00

25.00

30.00

Monday Tuesday Wednesday Thursday Friday Saturday


Phones and Email

Monthly Incoming Phone Calls and Emails

July August September October November December January February March April May June Total

Phones 3805 3813 3210 4046 3709 3747 5401 5209 6195 5344 4243 5291 54013

Emails 1244 1108 1535 1726 2549 2232 2948 1753 2588 2495 1554 1344 23076

5049 4921 4745 5772 6258 5979 8349 6962 8783 7839 5797 6635 77089


Phones and Email (cont.)

Three Year Incoming Phone Call Comparison*

*Answered Calls (defined on page 22)

Phone Calls July Aug Sept Oct Nov Dec Jan Feb March April May June Total

2008-2009 5287 4883 3445 4337 4620 4980 6233 5668 5682 5846 4725 5005 60711

2009-2010 4465 4067 2712 3744 3633 3533 5252 4731 5828 5633 4372 4862 52832

2010-2011 3805 3813 3210 4046 3709 3747 5401 5209 6195 5344 4243 5291 54013



Three Year Incoming Email Comparison*

*Answered Calls (defined on page 22)

Emails July Aug Sept Oct Nov Dec Jan Feb March April May June Total

2008-2009 1137 1129 1247 1660 1622 1861 2717 2597 2304 1880 1475 1406 21035

2009-2010 1486 1371 1324 1190 1377 1347 2740 2182 1950 1714 1748 1410 19839

2010-2011 1244 1108 1535 1726 2549 2232 2948 1753 2588 2495 1554 1344 23076



Monthly Incoming Phone Call Statistics

Month Offered Answered Deflected Abandoned

July 4765 3805 441 752

Aug 4668 3813 301 515

Sept 3515 3210 43 266

Oct 4518 4046 135 770

Nov 4146 3709 169 826

Dec 4438 3747 228 820

Jan 6797 5401 592 1060

Feb 6753 5209 735 892

March 8365 6195 1080 932

April 6443 5344 427 812

May 4983 4243 230 593

June 6286 5291 937 674

Total 65677 54013 5318 8912

Definitions

Offered: The total number of calls that came in. Answered: The total number of calls that were eventually answered. This includes callers who were put on hold but

eventually got through to a Phone Counselor. Deflected: The queue size for Admissions is two. This means two people can be on hold at once; the third caller and

beyond receive a busy signal. Deflected calls are the number of callers who attempted to call but got a busy signal. These callers may have called back later and may be reflected in the answer column.

Abandoned: The number of callers who were put on hold in the queue but hung up before they were directed to an available Phone Counselor.



Answered, Deflected, and Abandoned Phone Calls of all calls

Month Offered % Answered % Deflected % Abandoned

July 4765 79.9% 9.3% 15.8%

Aug 4668 81.7% 6.4% 11.0%

Sept 3515 91.3% 1.2% 7.6%

Oct 4518 89.6% 3.0% 17.0%

Nov 4146 89.5% 4.1% 19.9%

Dec 4438 84.4% 5.1% 18.5%

Jan 6797 79.5% 8.7% 15.6%

Feb 6753 77.1% 10.9% 13.2%

March 8365 74.1% 12.9% 11.1%

April 6443 82.9% 6.6% 12.6%

May 4983 85.1% 4.6% 11.9%

June 6286 84.2% 14.9% 10.7%

Total 65677 83.3% 7.3% 13.7%


Ram Chat

Date/Topic # of

registrations Total

Attended Peak #

10/27: Chat with CSU Students 87 53 17


11/17: Residence Life & Financial Aid 104 81 34



2/16: Financial Aid 38 27 14


3/9: CA resident only 18 19 9

3/22: Academic Colleges 2 3 2

3/30: Student Life 61 52 26

4/12: Admitted Students 80 78 30

4/26: Admitted Students 69 83 31

807 683 280


Ram Call Attempted vs. Completed Calls


Attempts Completed % Complete

Documents

Admissions Welcome Center Annual Report