QUALITY ASSURANCE TRAININGQUALITY ASSURANCE TRAINING

Quality AssuranceQuality Assurance

Outline Introduction to Great call Quality Quality Assurance Guidelines Call Introduction Qualifiers Commitment and Transfer Quality Assurance Guidelines Listening skills Tone and Voice Quality Discovery Questions

Introduction to Great Introduction to Great Call QualityCall QualityWhat is Quality? Quality assurance is the process of verifying

or determining whether products or services meet or exceed customer/client expectations. Quality assurance is a process-driven approach with specific steps to help define and attain goals. Quality Assurance or QA for short, is put in place to ensure that standards of quality are being met. Two key principles or characteristics of QA: 1. Fit for purpose2. Right the first time.

Call Call IntroductionIntroduction

When you begin your call always:

Identify yourself (no nicknames or aliases)

Identify the brand you represent

State the reason for your call (be clear and concise)

Tell the prospect the call is being recorded

Qualifiers – Area of Study

Prospect must have an area and emphasis of interest in what they are looking to study.

Don’t submit prospects to alternate

subjects with out their consent.

Don’t settle for something in the same range (i.e. Don’t submit to medical assisting when the prospect wants to be an RN)

If the prospect mentions something you’ve never heard of, ask for clarity or ask your supervisor.

If there are no schools available for your prospect's school ask for another area of study or schedule a call back.

Qualifiers – Time Frame

Prospect must want to go to school within the next 6 months. Then its crucial you identify how soon within those 6 months…30, 60 or 90 days.

If the prospect is resistant to going back to school in the next 30, 60 or 90 days rebuttal and ask what’s been keeping them from continuing their education.

Stay away from misleading statements like “If everything worked out for you...” and “If I got you all the financial aid you needed..”

Eliminate levels of uncertainty with the prospect by taking out misleading statements and be sure to get a definite answer. No “maybes” or “possibly”.

Qualifiers – Level of Qualifiers – Level of EducationEducation

Prospects must have at least a H.S. Diploma or G.E.D. in hand.

A prospect who has a H.S. Diploma or G.E.D. is eligible for an Associates or Bachelors degree.

Prospects with an Associates Degree are eligible for another Associates Degree or a Bachelors Degree.

Prospects with a Bachelors Degree are eligible for another Bachelors or a Masters Degree.

Prospects with Masters Degrees are eligible for another Masters or a Doctorate degree also known as a PhD.

Qualifiers – Citizenship and Qualifiers – Citizenship and ResidencyResidency

Prospects must be a U.S. Citizen or a U.S. Permanent Resident.

U.S. Citizens are either born in the U.S. or have applied for and have been granted citizenship.

Permanent residency refers to a person’s visa status: the person is allowed to reside indefinitely within a country of which he or she is not a citizen.

You may clarify your prospect’s U.S. permanent residency status by asking “are you permanent resident?” or if they have a green card.

Qualifiers – Age RangeQualifiers – Age Range

Prospects must be between the ages of 18-60 in order to participate in our program.

This is for financial aid purposes.

Qualifiers: On-line or Campus

Once your prospect states they would be interested in on-line based classes, verify that the prospect has a working computer with internet access in their home.

Qualifiers: Military Status

Confirm your prospect’s *Military Status. Good quality leads are those that are more viable for admission and financial coverage at the schools where they are matched. Prospects with a military background or who are affiliated with the military may qualify for GI/Veteran education benefits.

*Only when the school branded list this as a requirement.

Qualifiers: Verify Contact Qualifiers: Verify Contact InformationInformation

Verify the prospect’s information:

1. Prospect’s full name (check the spelling)

2. Phone number (be very careful; missing one digit can blow the whole call)

3. Ask for an alternative number

4. Physical address (this will make your job much easier when filling out the applications)

5. Email address (without a valid email you cannot continue with the call). Under no circumstances should you fabricate an email address.

Qualifiers: Branding and Qualifiers: Branding and DisclosureDisclosure

1. Brand schools appropriately (branding entails naming the school to which you have submitted the prospect’s info.

2. Read the disclosure statement. This statement is very important because it lets the prospect know that they are going to be contacted by an enrollment advisor to further discuss their options.

3. Close the call professionally and politely. Thank the prospect for their time, wish them luck and see them off the call in a pleasant and professional manner.

Quality Assurance Guidelines

Don’t Anticipate Rejection! See rejection as a bridge you’ll cross when

you get there. Accept that Rejection is a Part of Your

Job. One you can over come with persistence

and determination. Get to the Point!

Think to your self “Can I work with this person?”, “Am I wasting my time?”.

Quality Assurance Guidelines cont’d

Don’t Be Complacent! Take pride in your work; don’t cut corners Keep yourself motivated.

Ask for Help! Don’t assume a solution; ask for help. Always reference your QA guidelines

Listening Listening SkillsSkills

Use active listening skills: listen to the perspective student’s statements and questions, and respond accordingly.

Respond to all prospective students’ questions in a timely manner; be honest; if you do not know the answer, tell the student you will find out for them or they can ask the school.

Do not have prospective student unnecessarily repeat previously supplied information.

Recap student’s wants or needs that they have previously spoken of and tie into solution of school.

Explore any concerning statements or issues the prospective student might say or bring up during the call.

Provided a few indication of active listening by acknowledging customers responses, i.e. “Yes”, “OK”, “I Understand.”

 Tone of Tone of Voice/ClarityVoice/Clarity

Use a courteous and friendly tone of voice.

Show enthusiasm throughout the entire conversation.

Match your rate of speech with that of the prospective student.

Use correct grammar and diction throughout the call.

Demonstrate professionalism throughout the call.

Discovery Discovery QuestionsQuestions

Use discovery questions to uncover educational needs

Ensure the proper questions are asked that will uncover the type of degree and discipline they are seeking

Uncover career goal

Uncover underlying motivation for seeking an online education.

Use opened ended discovery questions. Allow student so speak as this reinforces his/her motivation to go back to school.

Quality Quality Assurance Assurance

Address Concerns/Educate Prospective Student Address all concerns the prospective student may have

prior to releasing the call Educate the student in any areas of misconceptions

they may have about education

Auto Fail Agent makes a negative comment about EOS, student,

or the school Rudeness to prospective student Using Profanity, inappropriate language or conversations No FCC recording statement Agent discusses Financial Aid with the prospective

student

Quality Quality Assurance Assurance

Discuss Benefits of Education/Tie in the Solution Give at least two benefits of pursuing their degree:

More Career Options Higher Earning and Promotion potential

Give at least two benefits of the school to which you are referring the prospective student: (i.e.: online schools)

Flexible schedule – attend school on your schedule. No need to travel to a traditional campus.

Ensure benefit statements tie back to student’s unique situation.

We congratulate you for having completed our Quality Assurance training presentation and wish

you the best of success!