Shadow Calls
If you haven't already, today you will be shadowing the other student's call. The goal is to get a better understanding of how calls go. As you are listening follow along on your own computer, if you can, to get more comfortable. Attached to this article is also scripts you can base your own calls after. If you get comfortable enough you can also start making calls today.
Collect Calls
Our team makes outgoing phone calls to all students when they receive collect letters 2,4 and 5. The Collection Coordinator will generate call lists at the time these letters are sent. The call lists can be found on the idrive >Collection - Student Folder > Call Lists > Need to Do. Start with the Letter 5 list and work to the letter 2 list(s).
Open Call list and a new excel workbook.
- Copy and paste a section of names from the call list into a new excel sheet.
- To start off with just copy 10 at a time. But you can do more if you get comfortable.
- On the original list put your initials next to the section of names you copied in the Call List workbook.
- Save and close the Call List workbook
Open the students account in iSeries and CRM
- Using the students iNumber search for them in both iSeries and CRM
- In iSeries press F10 to open the students contact information
Call the student
- Dial out by first dialing 81(xxx) xxx-xxxx
If the student answers say the following:
- EX: Hello is this ____? I am calling from BYU-I accounting office regarding your student account. In order to discuss details with you about your student account we will need to verify some personal information.If you do not want to give personal information over the phone you can check your account status online through your BYU-Idaho account.Are you willing to verify your identity over the phone with us today?
- If they want to verify their identity ask the appropriate questions to do so.
- The reason for this call is to make sure you are aware of the outstanding charges on your account and to assist you in making a plan to pay them if you need.
- If they would like to know their options you can explain the payment plan by following the instructions on setting up a payment plan.
If the student does not answer leave them a voicemai to call us back or view their account online:
- EX: Hi, this is Chris calling from the BYUI accounting department. We are calling to get a hold of ____, regarding their BYUI account. You can call us back at 208-496-1411. Or go online to your BYUI account and check under "My Finances" for all the information there.
In iSeries
- Leave a note detailing the call. Including whether or not they answered and whether or not you were able to leave a voicemail.
In CRM
- Create a task detailing the call with the same information as iSeries. If there were any important details from the call please leave a more detailed explanation.
Collect 5
For collect 5 calls follow the same steps from above but:
If they don't answer leave the following voicemail:
- Hi, I am calling on behalf of the BYU-I accounting office, and this message is for ____ regarding your BYU-I account. Please check your financial account online through the university website or call us back before (2 weeks from current date). Our telephone number is (208)496-1411. This will be the last time we attempt to contact you about your account.
If you leave a voicemail
- You will email their BYUI and personal email.
- You will copy and paste the email titled "Collect 05 Email" into CRM and email to their BYUI email. (Any emails sent through CRM will go to their BYUI email so you won't have to worry about that.)
- You will find their Personal email in CRM. Copy and paste that into outlook as well as the email draft titled "Personal Email Collect 5 & 2nd Placement - Non-BYU-I"
Emails
Most of the emails you will have to respond to already have am email draft saved onto a word document.
The fastest way to access the email draft open up the Idrive.
- Then search "email draft" in the top right.
- An option to a word document will come up from there.
- After opening the word document, on the left hand side there will be a search bar as well as the headings of all the emails.
- From there you will be able to copy and paste those into outlook.
- Read over the email and make any changes if needed before sending.
If there isn't a draft that answers the students question:
- Still copy and paste the general response email found in the word document.
- Then answer the students question as best as you can.
- Remember you can always ask the clerks if you have questions yourself.
Remember to share specific or sensitive information through a students BYUI email.
- Refer to FERPA or TEnnessa for questions regarding privacy laws.