2015 16th Annual PABUG Conference
SmartCall for AdmissionsSherri Wolgemuth
Recruiting & Admissions Data Systems Administrator and ACS Supervisor
Rachel ShenkCoordinator of Telecounseling and Homeschool Recruitment Admissions
Lin TaylorProgrammer/Analyst Information Services
2015 16th Annual PABUG Conference
General Announcements:• Please silence your cell phone• If you must leave the session early, please
do so as discreetly as possible • Please avoid side conversations during the
session• Questions will be answered …..
Thank you for your cooperation
2015 16th Annual PABUG Conference
To receive CPE credits for this session (if eligible), complete the CPE Attendance Form on
the PABUG Annual Conference website
http://pabug.org/pennsylvania-banner-users-group-annual-conference/cpe-credits/
or via the PABUG conference app.
For additional questions please contact
Kim Fremont CPE - Coordinator http://pabug.org/contact-us/
CPE Credits - We’ve gone electronic!
2015 16th Annual PABUG Conference
FALL 2016 Enrollment Goals:
• Inquiry Goal 28,000• Application Goal 2,700• Acceptance Goal 2,000• Enrollment Goal 675
2015 16th Annual PABUG Conference
Our Decision to Use SmartCall
• We had been using the RuffaloCody System – They were no longer going to be supporting the phoning software
• Didn’t want to reinvent the wheel when there was already an Ellucian product that was working for Development offices.
• Tasked Ellucian to customize SC for Admissions.
2015 16th Annual PABUG Conference
• We didn’t want to lose capabilities we had, such as auto dialing, tracking of changes, reports etc.
• We were in need for Computer upgrades in our call center and it made sense to make this change.
2015 16th Annual PABUG Conference
Equipment
• We use NINJA PRO, a TAPI compliant SIP client to connect SmartCall to our VOIP Phone System
• PC’s are Windows 7, 32 bit, 15-2.5GHZ with 4GB Memory
2015 16th Annual PABUG Conference
About Our Call Center
6 calling stations 9 student Telecounselors
Each student calls 5 or 10 hrs/week, totaling 70 calling hours/week
Calling times are 3:00 pm - 9:00 pm M-Fr, and 11:00am – 4:00 pm Sat
2015 16th Annual PABUG Conference
Phoning Statistics
Total Calls Total Time (Minutes)
10/19/15 – 10/24/15 377 270.37
10/26/15 – 10/31/15 1425 1094.28
11/2/15 – 11/7/15 1365 1057.08
11/9/15 – 11/14/15 2482 1615.32
2015 16th Annual PABUG Conference
SmartCall Manager & Caller
• Manages SmartCall Processes– Reporting– System Maintenance– Assigning & Preparing Lists– Other functionalities
• SmartCall Caller
2015 16th Annual PABUG Conference
SmartCall Manager – Reporting
2015 16th Annual PABUG Conference
SmartCall Manager – Caller Action Time
2015 16th Annual PABUG Conference
SmartCall - Reports
2015 16th Annual PABUG Conference
SmartCall - Reports
2015 16th Annual PABUG Conference
SmartCall Manager – System Maintenance
• Refresh the system before each calling shift or after making adjustments to specific prospects
2015 16th Annual PABUG Conference
SmartCall Manager - List Prep
• After uploading a list, list prep allows the manager to rebuild the list prior to a calling shift
• Applies time “zone profiles”– Allows calls to be
made at appropriate times
2015 16th Annual PABUG Conference
SmartCall Manager – Assigning Lists
2015 16th Annual PABUG Conference
SmartCall Manager - Operators
2015 16th Annual PABUG Conference
SmartCall Manager – Adjusting Prospect Records
2015 16th Annual PABUG Conference
SmartCall Manager - Surveys & Scripts
2015 16th Annual PABUG Conference
SmartCall Manager – Information Screens
2015 16th Annual PABUG Conference
SmartCall Manager - Objections
2015 16th Annual PABUG Conference
SmartCall Caller
2015 16th Annual PABUG Conference
SmartCall custom packagesCustom Apex app that allows managers to create segments. Either the pre-defined “Qualify16” or a popsel or a list of ids, stored as a CSV.
2015 16th Annual PABUG Conference
SmartCall custom packages
Custom Apex app that allows a manager to enter a Banner ID and displays all calling activity for that ID.
2015 16th Annual PABUG Conference
SmartCall custom PL/SQL packagessmartcall_segment – puts segments of recruits/prospects into SmartCall from Banner.
smartcall_refresh – runs nightly, checking the prospects in the active segments, looking for status changes in Banner and updating SmartCall.
smartcall_upload – moves changes from SmartCall into Banner. • create SPACMNT records for comments the callers have recorded• creates a Change Report for all other updates• creates a Comment Report for comments the callers have recorded, one for
each counselor.• all reports are emailed
smartcall_report – creates a Mailings Report for prospects who request information.
2015 16th Annual PABUG Conference
Data modificationsEmployerID School code Employername High School NameSpouseEmployerCity legacy connectionMailName Parent EmailJointName Parent EmailJointName2 Application StatusChildsort_Name1 RecruiterUserDefinedField1 CountyEtc…
2015 16th Annual PABUG Conference
Custom TablesSC_CODE - answer codes used for the senior survey SC_PROSPECT - one record per prospect SC_SEGMENT - one record per segment
2015 16th Annual PABUG Conference
Please take time to complete our Conference and Session evaluations.
YOUR INPUT MATTERS!!!
2015 16th Annual PABUG Conference
Open to the Floor
• Questions• Comments