Transfer in a Traditional Model
Transfer in a Traditional Model: How to Make Service and Relationships Your Competitive Advantages Joel Lee, M.M., Assistant Vice Chancellor for Enrollment Management Dr. Kerwin Graham, Director of Admissions
The New Majority Per the 2016 College Experience Survey from Strayer University and U.S. News & World Report, 70 percent of Americans pursuing a bachelor’s degree qualify as nontraditional students. These students seek: • Convenience • Support • Amenities • Flexibility
But my campus is committed to a traditional, physical model…
Change Comes Slowly… Many campuses are still committed to: • Physical classes • Daytime classes • Traditional office hours • Traditional curriculum approaches • Traditional methods of communication
How can you remain competitive if your college or university isn’t quick to embrace change?
Building a Competitive Advantage • Service • Accessibility • Communication • School-to-School Relationships
Customer Service How does one track, measure, and define success for:
• Phone work • Email communication • Customer satisfaction • Staff effectiveness
Phone Answer Rates: Service Starts with Accessibility
Phone Service Levels: Listen to Learn
Live Phone Grading
Physical Surveys What do students think?
Senior Surveys Please rate your satisfaction with the services provided by the following offices on campus :
Registrar's Office Financial Aid: Application/Award Process Financial Aid: Disbursement Process
2014-15 to 2016-17 % Change (Seniors) +8.54 +7.64 +7.43
Please rate your satisfaction with the staff associated with the following offices on campus:
Registrar's Office Financial Aid: Application/Award Process Financial Aid: Disbursement Process
2014-15 to 2016-17 % Change (Seniors) +7.26 +9.17 +7.87
Communication Email: Are your messages having an impact?
When email isn’t working… • Physical Messages • Text Messages • Social Media • Proactive Phone Outreach
…meet students where they are.
Getting Proactive
What does it take to: •Call every applicant? •Call every inquiry?
Community College Relationships
• WSSU Wednesdays • Transfer Counselor Workshop • Classroom Visits • Programmatic Articulation Agreements
• Created as another opportunity for students who do not meet admissions requirements. • Expanded the program to accept more students who want to become RAMS. • Guaranteed admissions
WSSU Wednesday
•What is WSSU Wednesday? •Objectives and Goals •Accomplishments
WSSU Wednesday by the Numbers WSSU Wednesday for AY 16-17
46%
Attended
71%
Applied
Total
0
20
40
60
80
100
120
140
Classroom Visits
•ACA 122 •Building relationships with the instructors •Transfer Coordinator metric
Transfer Advisor Workshop • Interactive engagement between NCCCs and WSSU • Administration, faculty, student body, and enrollment support offices.
• Objective: • Strengthen relationships • Foster collaborative efforts • Facilitate a smooth transition to WSSU
• Program overview • Survey Results
Questions? Comments?
The New Majority Per the 2016 College Experience Survey from Strayer University and U.S. News & World Report, 70 percent of Americans pursuing a bachelor’s degree qualify as nontraditional students. These students seek: • Convenience • Support • Amenities • Flexibility
But my campus is committed to a traditional, physical model…
Change Comes Slowly… Many campuses are still committed to: • Physical classes • Daytime classes • Traditional office hours • Traditional curriculum approaches • Traditional methods of communication
How can you remain competitive if your college or university isn’t quick to embrace change?
Building a Competitive Advantage • Service • Accessibility • Communication • School-to-School Relationships
Customer Service How does one track, measure, and define success for:
• Phone work • Email communication • Customer satisfaction • Staff effectiveness
Phone Answer Rates: Service Starts with Accessibility
Phone Service Levels: Listen to Learn
Live Phone Grading
Physical Surveys What do students think?
Senior Surveys Please rate your satisfaction with the services provided by the following offices on campus :
Registrar's Office Financial Aid: Application/Award Process Financial Aid: Disbursement Process
2014-15 to 2016-17 % Change (Seniors) +8.54 +7.64 +7.43
Please rate your satisfaction with the staff associated with the following offices on campus:
Registrar's Office Financial Aid: Application/Award Process Financial Aid: Disbursement Process
2014-15 to 2016-17 % Change (Seniors) +7.26 +9.17 +7.87
Communication Email: Are your messages having an impact?
When email isn’t working… • Physical Messages • Text Messages • Social Media • Proactive Phone Outreach
…meet students where they are.
Getting Proactive
What does it take to: •Call every applicant? •Call every inquiry?
Community College Relationships
• WSSU Wednesdays • Transfer Counselor Workshop • Classroom Visits • Programmatic Articulation Agreements
• Created as another opportunity for students who do not meet admissions requirements. • Expanded the program to accept more students who want to become RAMS. • Guaranteed admissions
WSSU Wednesday
•What is WSSU Wednesday? •Objectives and Goals •Accomplishments
WSSU Wednesday by the Numbers WSSU Wednesday for AY 16-17
46%
Attended
71%
Applied
Total
0
20
40
60
80
100
120
140
Classroom Visits
•ACA 122 •Building relationships with the instructors •Transfer Coordinator metric
Transfer Advisor Workshop • Interactive engagement between NCCCs and WSSU • Administration, faculty, student body, and enrollment support offices.
• Objective: • Strengthen relationships • Foster collaborative efforts • Facilitate a smooth transition to WSSU
• Program overview • Survey Results
Questions? Comments?
