Increase The Effectiveness Of Your Advisor Calls
ESM specializes in the art and science behind quality conversations – those that lead to successful enrollment and retention.
In an effort to make continuous improvements, we systematically spot check calls to evaluate the performance of our representatives. At some point, however, your advisors become involved in the student interaction – like after a warm transfer. ESM can bring this same quality control into your organization by providing feedback on the performance of your own advisors.
By listening to a pre-determined number of recorded calls each month, we identify gaps that include scripting compliance, overcoming objections and basic telephone skills – factors that affect the student experience. On a regular basis, we will collaborate about what “good” sounds like in order to ensure your brand is well represented and all conversations are netting optimal results.