From ADJohnson at uco.edu Mon Aug 5 08:26:13 2013 From: ADJohnson at uco.edu (Adam Johnson) Date: Mon, 5 Aug 2013 08:26:13 -0500 Subject: [Oacrao-l] Call Centers for Enrollment Management? Message-ID: Good morning! If any of your institutions utilizes a call center (either internally or externally), would you mind briefly sharing a bit about that operation in terms of staff, function, and service expectations? For example, our call center began to serve incoming financial aid questions. Now, there is a Director over that area (with additional duties), a Coordinator, 2 full-time Service Representatives to handle incoming calls, and multiple student workers serving in the same role. The Service Reps & students are expected to try to resolve/answer questions that come in rather than to serve as a switchboard. They've been trained to answer a variety of questions concerning admissions, financial aid, enrollment, records, tours, schedule advisement appointments, and other enrollment-management related functions. If they're unable to answer them, they have a list of 2nd tier individuals of whom they can contact, obtain the answer, and then respond back to the caller with the information. If unable to reach the next level person, they will notify that individual by email including who called, their contact information, followed by a brief description of the issue/question and notify the caller to expect a returned email/call. We're evaluating our processes for the call center, especially in terms of measuring and evaluating our service standards, and we hoped if any of you have a similar type of operations that you wouldn't mind sharing. Thanks, and have a happy Monday as we continue to speed toward the fall semester! Adam Johnson, Ed.D. Associate Vice President/Registrar 100 N. University Drive, NUC 136D, Box 151 Edmond, OK 73034 www.uco.edu (405)974-2385 (405)974-3930 Go Bronchos! **Bronze+Blue=Green** The University of Central Oklahoma is Bronze, Blue, and Green! Please print this e-mail only if absolutely necessary! **CONFIDENTIALITY** This e-mail (including any attachments) may contain confidential, proprietary and privileged information. Any unauthorized disclosure or use of this information is prohibited. -------------- next part -------------- An HTML attachment was scrubbed... URL: From dfulmer at oru.edu Mon Aug 5 08:33:38 2013 From: dfulmer at oru.edu (David Fulmer) Date: Mon, 5 Aug 2013 13:33:38 +0000 Subject: [Oacrao-l] Call Centers for Enrollment Management? In-Reply-To: References: Message-ID: Good morning, Adam. Our Student Service Group answers the main number for our financial aid office and serves as their front line. They are actually housed outside of the financial aid office so it's rare for someone to actually go into the financial aid office. The staff consists of a manager and three representatives. One of the representatives works in and handles calls for our bursars office. While the bulk of their calls surround financial aid and student accounts they do address questions relating to other areas as well. They do not utilize student workers. David In His Service, David H. Fulmer, III David H. Fulmer, III University Registrar and Instructor, Distance Learning Program 918.495.7480 (office) 918.495.6607 (fax) [QR-Code_Logo-BW] From: oacrao-l-bounces at lists.onenet.net [mailto:oacrao-l-bounces at lists.onenet.net] On Behalf Of Adam Johnson Sent: Monday, August 05, 2013 8:26 AM To: oacrao-l at lists.onenet.net Subject: [Oacrao-l] Call Centers for Enrollment Management? Good morning! If any of your institutions utilizes a call center (either internally or externally), would you mind briefly sharing a bit about that operation in terms of staff, function, and service expectations? For example, our call center began to serve incoming financial aid questions. Now, there is a Director over that area (with additional duties), a Coordinator, 2 full-time Service Representatives to handle incoming calls, and multiple student workers serving in the same role. The Service Reps & students are expected to try to resolve/answer questions that come in rather than to serve as a switchboard. They've been trained to answer a variety of questions concerning admissions, financial aid, enrollment, records, tours, schedule advisement appointments, and other enrollment-management related functions. If they're unable to answer them, they have a list of 2nd tier individuals of whom they can contact, obtain the answer, and then respond back to the caller with the information. If unable to reach the next level person, they will notify that individual by email including who called, their contact information, followed by a brief description of the issue/question and notify the caller to expect a returned email/call. We're evaluating our processes for the call center, especially in terms of measuring and evaluating our service standards, and we hoped if any of you have a similar type of operations that you wouldn't mind sharing. Thanks, and have a happy Monday as we continue to speed toward the fall semester! Adam Johnson, Ed.D. Associate Vice President/Registrar 100 N. University Drive, NUC 136D, Box 151 Edmond, OK 73034 www.uco.edu (405)974-2385 (405)974-3930 Go Bronchos! **Bronze+Blue=Green** The University of Central Oklahoma is Bronze, Blue, and Green! Please print this e-mail only if absolutely necessary! **CONFIDENTIALITY** -This e-mail (including any attachments) may contain confidential, proprietary and privileged information. Any unauthorized disclosure or use of this information is prohibited. [Go to ORU's Facebook Page] [Go to ORU's Twitter Page] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 5164 bytes Desc: image001.jpg URL: From kpeterson at cameron.edu Mon Aug 5 16:31:43 2013 From: kpeterson at cameron.edu (Kelli Peterson) Date: Mon, 5 Aug 2013 21:31:43 +0000 Subject: [Oacrao-l] Nominations for 2013-2014 OACRAO Officers are Now Open Message-ID: ALL This is the final call to all OACRAO members to vote on open position of the 2013-2014 OACRAO Executive Committee (terms of office begin at the close of the fall conference in October). As of today, I have 7 responses and need you to please get nominations in to me by Friday August 9th extended deadline. Please click the link located on the OACRAO homepage (http://www.oacrao.org) to nominate yourself or a colleague to serve on the OACRAO Executive Committee or the Nominations & Elections (N&E) Committee or email your vote to kpeterson at cameron.edu. Position Available: President-Elect VP of Admission & Enrollment Management VP of Information Technology VP of Professional Development Communication Coordinator Treasurer 2013-2014 N&E Committee (4 people) These leadership positions are an integral part of OACRAO, and we hope to receive as many nominations as possible from our members to build a strong slate of leaders to guide OACRAO's future. Please note that nominating is not restricted to an institution's voting member - any individual listed on the annual membership form from each institution is eligible to submit nominations. The current N&E Committee will meet in June to select a final slate of nominees to present at the annual meeting, and will ensure each final nominee is contacted to determine a willingness to stand for election. Kelli Peterson Records Manager Cameron University Office of the Registrar North Shepler, Rm 206 2800 W Gore Blvd Lawton, OK 73505 Phone: 580-581-7985 Fax: 580-581-5514 -------------- next part -------------- An HTML attachment was scrubbed... URL: From kpeterson at cameron.edu Mon Aug 5 16:45:16 2013 From: kpeterson at cameron.edu (Kelli Peterson) Date: Mon, 5 Aug 2013 21:45:16 +0000 Subject: [Oacrao-l] FW: Nominations for 2013-2014 OACRAO Officers are Now Open In-Reply-To: References: Message-ID: ALL The link is currently not listed on the website so I am providing a form that can be email or faxed to me. Thanks Kelli Peterson Records Manager Cameron University Office of the Registrar North Shepler, Rm 206 2800 W Gore Blvd Lawton, OK 73505 Phone: 580-581-7985 Fax: 580-581-5514 From: oacrao-l-bounces at lists.onenet.net [mailto:oacrao-l-bounces at lists.onenet.net] On Behalf Of Kelli Peterson Sent: Monday, August 05, 2013 4:32 PM To: oacrao-l at lists.onenet.net Subject: [Oacrao-l] Nominations for 2013-2014 OACRAO Officers are Now Open ALL This is the final call to all OACRAO members to vote on open position of the 2013-2014 OACRAO Executive Committee (terms of office begin at the close of the fall conference in October). As of today, I have 7 responses and need you to please get nominations in to me by Friday August 9th extended deadline. Please click the link located on the OACRAO homepage (http://www.oacrao.org) to nominate yourself or a colleague to serve on the OACRAO Executive Committee or the Nominations & Elections (N&E) Committee or email your vote to kpeterson at cameron.edu. Position Available: President-Elect VP of Admission & Enrollment Management VP of Information Technology VP of Professional Development Communication Coordinator Treasurer 2013-2014 N&E Committee (4 people) These leadership positions are an integral part of OACRAO, and we hope to receive as many nominations as possible from our members to build a strong slate of leaders to guide OACRAO's future. Please note that nominating is not restricted to an institution's voting member - any individual listed on the annual membership form from each institution is eligible to submit nominations. The current N&E Committee will meet in June to select a final slate of nominees to present at the annual meeting, and will ensure each final nominee is contacted to determine a willingness to stand for election. Kelli Peterson Records Manager Cameron University Office of the Registrar North Shepler, Rm 206 2800 W Gore Blvd Lawton, OK 73505 Phone: 580-581-7985 Fax: 580-581-5514 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT00001.txt URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: NE call for Officers 2013-14.doc Type: application/msword Size: 24576 bytes Desc: NE call for Officers 2013-14.doc URL: From dfulmer at oru.edu Thu Aug 8 22:23:27 2013 From: dfulmer at oru.edu (David Fulmer) Date: Fri, 9 Aug 2013 03:23:27 +0000 Subject: [Oacrao-l] We want YOU!! Message-ID: Friday is the last day to submit your nominations for the following positions on the OACRAO EC and to be part of next year's nominations and elections committee. We hope to receive as many nominations as possible from our members to build a strong slate of leaders to guide OACRAO's future. Consider nominating yourself! We are looking for people just like you who are wanting to share their knowledge and experience with others. Nominating is not restricted to an institution's voting member - any individual listed on the annual membership form from each institution is eligible to submit nominations. The current N&E Committee will select a final slate of nominees to present at the annual meeting, and will ensure each final nominee is contacted to determine a willingness to stand for election. You can email your nomination form to Kelli Peterson at kpeterson at cameron.edu or fax it to her at 580-581-5514. President-Elect VP of Admission & Enrollment Management VP of Information Technology VP of Professional Development Communication Coordinator Treasurer 2013-2014 N&E Committee (4 people) In His Service, David H. Fulmer, III David H. Fulmer, III Registrar Instructor, Distance Learning Program Oral Roberts University [Go to ORU's Facebook Page] [Go to ORU's Twitter Page] -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: NE call for Officers 2013-14.doc Type: application/msword Size: 24576 bytes Desc: NE call for Officers 2013-14.doc URL: From libby.reigh at okstate.edu Thu Aug 29 21:39:12 2013 From: libby.reigh at okstate.edu (Reigh, Libby) Date: Fri, 30 Aug 2013 02:39:12 +0000 Subject: [Oacrao-l] Assistant Director for Recruitment Services - OSU Stillwater Message-ID: The Office of Undergraduate Admissions has posted its open position for Assistant Director for Recruitment Services. Interested candidates may apply through the Oklahoma State University Human Resources website at http://hr.okstate.edu/hr/empopport Libby Reigh Assistant Director Office of Undergraduate Admissions Oklahoma State University 219 Student Union Stillwater, OK 74078 405.744.6857 p 405.744.5285 f Libby.reigh at okstate.edu -------------- next part -------------- An HTML attachment was scrubbed... URL: