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BYU-PATHWAY WORLDWIDE
Sometimes the easiest way to help a student will be by calling them on the phone. When you call a student, you can get additional information from them, walk them through a process, or help them troubleshoot errors.
When to Call a Student
When to Call a Student
When to call a student:
When the student's preferred contact method is a phone call.
When you need more information from the student and it would be easier to get through a phone call
When there is an imminent deadline (registration deadline, drop deadline) the student is trying to meet
When the student is upset or escalated
If the student has asked for a phone call
If you have emailed the student and have not received a response within 24 business hours. Remember that advisors are required to make three verifiable attempts to contact the student before closing a case due to unresponsiveness.
Remember that you will see the student's preferred contact method in each case. Here is an example.
Thank you, Daniel, for this image!
How to Place a Call in the Reach
How to Place a Call in the Reach
1. Make sure you are on the Customer Service Workspace. Click on the phone icon.
If you have any access issues or other problems when making calls, please report this with screenshots to your ASA.
2. The call box will appear on the right side of the screen. Here, you can enter the number you want to call
Since this is your first time exploring how to make calls in Reach, we will first go over the settings section.
3. By clicking on this icon, you will be able to access the device settings.
4. In the device settings, you can select the speaker and microphone you want to use during the call. Additionally, you can test the microphone and speaker. Finally, you can make a test call to ensure everything is working correctly by clicking the blue option 'Make a test call'.
Once you have finished exploring the settings section, you will return to the previous view by clicking on the arrow in the top left corner.
5. Now, you will enter the number you wish to call.
Usually, the student's phone number will already include the country code, so you only need to enter the full number (in the area marked with a red circle in the image), and the country code will be automatically recognized.
6. For example, in this case, the number +51947210913 was entered. The country code (+51) is automatically recognized, and it shows that this number is from Peru.
The next step would be to click on 'Call' to start the call.
7. Once the other person answers the call, you must press this button for the call to be recorded and transcribed.
8. If you want to see the call transcript in real time, simply click on the 'Show Transcript' option.
9. You will see a transcript of your conversation with the student.
10. To mute yourself, click on the “Mute” button. Remember to unmute yourself before continuing to talk to the student!
Use mute for when you need to be quiet quickly, like if a dog starts barking.
11. To put a student on hold, click on the “Hold” button. Use hold whenever you are going to be looking up information or asking your ASA a question. Please use the hold functionality rather than the mute functionality if you are going to be quiet for more than a few seconds.
When a student is on hold, they hear music on their end. This helps them know that you are still on the line and the call hasn’t been disconnected.
Before putting a student on hold, let them know that you will be doing so. Give them a time frame of when you will be back. If what you are doing is taking longer than the time frame you told the student, come back on the call to let them know how much longer it will take.
Example: “I am happy to help you understand the requirements for the Applied Business degree. Do you mind if I put you on a 2-3 minute hold while I pull up the information about that degree?”
12. You will see a little face that is either positive, neutral, or negative. Reach looks at the language the student is using to try to tell us how the call is going. This is called sentiment analysis. If the student is using positive language like “that was helpful,” “you’ve resolved my problem,” or “thank you,” the sentiment analysis will show as positive.
If the student is using negative language like “I still have an error,” “I have an issue,” “you are unhelpful,” or “I want to talk to a manager,” the sentiment analysis will show as negative.
Taking Notes
Taking Notes
13. You can take notes while on a call. We encourage you to use this feature! Notes can help you remember what new cases to make, what to put in your follow-up email, and any useful information for those who may contact the student in the future. For example, the student may prefer to be called in the mornings while their kids are at school.
If you want to use the 'Take notes' option, you must first minimize the Communication Panel by clicking on the indicated icon.
14. Then, you will need to search for the student you are communicating with. By clicking on 'Look for records', you will usually see the student's name. If that’s the case, simply click on it. In this case, we will select the name 'Brenda Lizzette Lezano Inga'.
15. Next, you will need to search for the issue. Here, you will choose the case you are calling the student about. By clicking on 'Look for records', you will see the cases the student has. In this example, we will select the 'Advising - Companion Case Planning' case.
Using the square icon, you will maximize the Communication Panel again. Now, you will be able to use the 'Take notes' option.
16. Now, you will be able to use the 'Take notes' option. Once you finished typing your note click on the button "Add note"
17. To end a call, click on the red handset button.
Linking the Call
Linking the Call
18. The option "Link to Conversation" will allow you to link this conversation to a case. It's mandatory to this step every time you make a phone call.
Once the call has ended, you will see the 'Link to Conversation' option. To use this, you must first minimize the Communication Panel by clicking on the icon that looks like a dash.
19. If you have used the notes earlier, the 'Search Customer' and 'Search Issue' sections will be filled out. The only thing you need to do is click on the case you are working on.
20. Once the case is open, you will maximize the Communication Panel again using the square icon.
21. Once the case is open, you will maximize the Communication Panel again using the square icon.
Click on 'Link to Conversation'. If the operation was successful, you will see a pop-up message on the right saying 'Conversation is linked to your case'.
22. If you access the student's information, you will see that the conversation has been linked.
Logging the Call
23. It is mandatory to create a phone call record every time you call a student.
Open the case you are working on and click on the plus sign icon.
24. Click on Phone Call
25. Complete the requested information. Click on "Save and Close"
In the Description, you can provide a clear summary of your conversation using this template:
FERPA: (Name, Date of Birth, Email Address)
Student’s Name:
Path ID:
BYUI I-Number ID:
Student’s Concerns:
Appointment Description and Advisor's Help:
Advisor’s Name:
Date
*If the student didn’t answer the call, indicate if you left a voicemail.
26. Once you return to the case page, you will see that the phone call record you created appears in the timeline.
27. Once you are done with everything, don't forget to close the tab where the call is by clicking the 'x' next to the student's name
Please note that there are certain countries to which we cannot make phone calls. Click here to access the list
Best Practices
Best Practices
Here are some tips for having a successful phone call:
Phone calls should be the first contact we have with a student (Always check the student's preferred contact method).
Be mindful of the student’s time zone before making the phone call (you can make arrangements with another advisor in your team if necessary). Do not call a student after 9:00 pm in the student’s time zone.
Always be professional and polite. Do not use abbreviations, slang words, sarcasm, or jokes. Students can interpret this as being rude or unprofessional if they do not know you are joking.
Please don't give information about a student to anyone else unless the student is on the phone with you or has filled out a 3rd party release form. This includes not giving information about students to parents, bishops, missionaries, or spouses.
When you need to look up information, place them on hold. Give the student accurate wait times when placing them on a hold. If looking up the information is taking longer than the quoted time, end the hold and explain the wait to the student. Then, place them back on hold while continuing to look up the information.
Prepare, prepare, prepare. Remember, “If ye are prepared, ye shall not fear.” (D&C 38:30). Pull up everything you think you will need before making the call.
Errors and Troubleshooting
Errors and Troubleshooting
If you are having issues making a phone call, please go through the following steps:
Double check the student's phone number. Did you include the country code? Are there any digits missing?
Clear your cache and cookies and try again.
Take a screenshot of the error. Include the ENTIRE screen and URL.
Send the screenshot of the error, along with the steps you took to reach the error, to your ASA.
ASAs: Please report the error to BYU-Pathway through your manager.
Omnichannel Agent Dashboard
Omnichannel Agent Dashboard
In the Customer service workspace app, you will have access to the Omnichannel Agent Dashboard. This will help you keep track of calls you have made.
There are three sections on the dashboard: My Work Items, Open Work Items, and Closed Work Items.
My Work Items
My work items show calls you have recently finished, but haven't yet been closed. These calls are in a wrap-up status. Your leadership will be able to see how long your calls are in wrap up.
To close a call in wrap-up, close out the tab the call is on by clicking on the x next to the student's name.
Open Work Items
Open work items show any call you are currently on. When you or a student hangs up a call, it moves from Open Work Items to My Work Items.
Occasionally an old chat will show in Open Work Items. You can ignore these.
Closed Work Items
When you have completely closed a call and it is no longer in wrap-up, it will show in Closed Work Items. Calls will stay in your Closed Work Items for about a day.
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