ESM BackgroundESM Company Background
Who are we?
Founded in 1995, we established our roots as an admissions organization for seven Colorado-based Sylvan Learning Centers, which were owned by ESM’s Chairman of the Board and Entrepreneur-in-Chief, Rick Fort, and other franchisees. It was our success with Sylvan and a sincere desire to help people improve their lives through education that served as the catalyst for ESM to become the premier provider of admissions support for the education industry.
As we gained experience in call center technology, operations, sales and customer service over the years, we expanded our solutions to encompass every stage of the student lifecycle – from a student’s initial inquiry through graduation, the workplace and loan repayment. We act as an extension of a school’s in-house teams, helping their students enroll, graduate and succeed.
We focus exclusively on serving the needs of the education market, specifically entrepreneurially minded and growth-oriented higher education institutions in the for-profit, non-profit and continuing education sectors. We understand the challenges and opportunities our customers face. We are not just another vendor to them, but rather a partner with a vested interest in their success. At ESM, we focus on performance, quality and integrity, delivering the highest level of professionalism to ensure strict compliance and an exceptional student experience.
What do we do?
We operate the largest education-only call center in the country, delivering high prospect contact rates and strong student conversion rates. Additionally, we provide student retention solutions to improve graduation rates, career placement services to help students succeed professionally, default prevention services to help students repay their loans and to help schools manage Cohort Default Rates (CDRs), and continuing education support to help student extend their learning.
Enrollment Solutions
We provide inbound and outbound services, which include lead qualification and transfer to the school’s admissions advisors, appointment setting for campus visits, application generation, and full outsourced enrollment. Our teams build relationships with students to guide them through the enrollment process so they don’t get lost in the multitude of steps between the initial inquiry and the start of classes.
Retention Solutions
We have studied student attrition and identified three primary factors that affect the likelihood of successful completion – attitudinal, behavioral and situational. Based on information we gather from the school’s advisors and the student, we develop an individualized calling profile. Next, we collaborate to identify key triggers that will notify us when additional outreach is required. After making contact, we transfer the student to the appropriate resource within the institution.
Career Services Solutions
We foster employer relationships so that schools can improve the rate at which graduates get jobs in their fields of study. We facilitate the career services process through entrance interviews, employer engagements, internship/externship placement, job fairs, job board scanning, interview setting, and tracking and reporting. This is becoming increasingly important as schools face accreditation challenges when their graduates can’t find jobs.
Default Prevention Services
We deliver personalized counseling and coaching for students to explore repayment options that fit their needs and lifestyles, putting them on track to understand, manage and repay their loans. Additionally, we help colleges and universities understand, forecast, and manage their Cohort Default Rates (CDRs). Our analytics and predictive modeling services enable schools to better forecast students’ abilities to repay loans, while identifying at-risk populations in need of counseling services prior to enrollment.
Continuing Education Solutions
We help schools develop and maintain relationships with alumni that can foster their involvement, encourage continuing education and identify friends and family who may become future, satisfied graduates. The net effect is a combination of goodwill and the potential for increased revenue.
How do we do it?
Our people, processes and technology make ESM unique and our solutions effective. We invest heavily in these areas to drive the results our customers not only want, but expect.
People Focused on Education
Our people have significant experience and expertise in the education industry and in student behavior. They are uniquely qualified and knowledgeable, having met rigorous hiring and training standards. The majority of the teams at ESM are school-specific, meaning they are working for one school and one school only. This enables our reps to become well-versed in a school’s values, mission, programs and student types, and to represent that institution the way it represents itself. Because our agents love what they do, they create a great first impression, which contributes to a more successful student experience.
Superior Processes
Our exclusive focus on education has helped ESM hone its processes and develop industry best practices that integrate seamlessly with a school’s current operations. We emphasize productivity and performance, strive for continuous improvement and align our success with the school’s success.
Performance-Enhancing Technology
Using innovative inbound and outbound call center technology combined with alternative contact strategies like chat and text, we can reach more students more efficiently. For example, our Speed to Lead® technology attempts first contact typically within three minutes of inquiry submission. In addition, we are able to integrate with a school’s existing systems, including their customer relationship management (CRM) system, student information system (SIS) and learning management system (LMS). We deliver customized, rapid implementation, as well as the highest levels of scalability and stability.
Why do we do it?
At ESM, we have both external and internal missions: to partner with educational institutions to help students achieve success and realize their dreams; and to create a winning environment within a culture of excellence. These philosophies are embodied in everything we do, and they are the reasons why so many people come to work for ESM and stay long term.
