Best Practice Training: Advising Appointments

Call Management

What changed?

We no longer schedule Zoom or Teams appointments in advance.
Students now complete the Meet with an Academic Advisor request form from the help center, and Advisors reach out directly according to the student’s availability.

Updated Process

Student submits the form.
– Their case appears in the Advising queue with all needed details, including their availability.
Advisor reviews availability.
– Hover over the Description field to see the student’s available days/times.
– Never email to ask for availability. The student already gave it to us.
Advisor calls immediately.
– Only pick a case when you are ready to call.
– First action = Make the phone call.
– If no answer, leave a voicemail, then send a follow-up email with next steps based on their availability.
Switch to Zoom/Teams only during the call.
– Use video only when it makes sense in the moment or if the student requests it.
Do not close the case until:
– You have spoken with the student OR
– The student confirms they no longer need an appointment.

Remember to:

Plan Ahead
Prepare yourself
Be Punctual
Communicate Effectively
Document Everything
Email Follow-UP
Resolve the case

Reflection Questions

How was your last advising experience as a student?
What are the common reasons students request to meet with an Advisor?

Some Common Reasons Students Request a Meeting

Understanding policies
Program or course planning
Transfer credits
Financial questions
Academic concerns
Navigating systems and tools
Clarifying next steps

What do students expect from their appointments?

Students Requesting Appointments Cycle

1. Student Submits the Form

The student fills out the “Request to Meet with an Academic Advisor” from the help center.
Form automatically creates an active case in the Advising queue.

2. Advisor Chooses a Case

Review the student’s availability directly in the case.
Pick the case only when you are ready to call.
Please don't ask for availability again; this looks unprofessional.

3. Make the Phone Call

Call during one of the student’s available time blocks.
If they answer → assist fully.
If they don’t answer → leave a voicemail and send an email.

Voicemail Example:
“Hi, this is ___ from BYU-Pathway Worldwide. I received your request and wanted to connect. I’ll send an email with next steps, and I’ll also try calling again based on your listed availability.”

4. If the Student is Only Available One Day

If you cannot reach them that day, send an email like:

“We tried calling during your available time, but couldn’t reach you.
Are you open to email assistance, or is there another day you’re available?”

5. Follow-Up

Try again based on availability.
Offer email support if needed.
Switch to Zoom/Teams only if helpful during the call.

6. Resolve the Case

Document all interactions.
Close the case once the student has:
- Been assisted OR
- Confirmed they no longer need a meeting.

Advisor Appointment Preparation

1. Before Making the Call

Review the case description and availability.
Check previous cases or relevant details.
Ensure your equipment works (internet, mic, audio).
Maintain professional attire and a tidy background.
Have all necessary resources ready and easily accessible

4. After the Call:

Document the appointment on the case timeline.
Send a follow-up email summarizing the meeting.
Create new cases if actions are required from other teams.
Resolve the appointment case.

2. During the Call

Start promptly.
Introduce yourself and complete FERPA verification.
Listen to understand the student’s full issue.
Take notes for follow-up.
Switch to Zoom/Teams only if needed for clarity.

4. Managing Long Calls

Calls may last up to an hour.
If approaching 60 minutes with unresolved items:
– Schedule a follow-up call.
– Set reminders.
If the student is upset about ending the call and you do not have another urgent commitment, extend to about 90 minutes.

What If the Student Does Not Answer?

Updated “No-Show” Procedure

Because appointments are no longer scheduled, we do not track “no-shows.”

Instead:

Call during their available time.
Leave a voicemail if they don’t answer.
Send a follow-up email explaining your attempt.
Try again on their next available day.
Document every attempt in the case.

Video Call Etiquette (When Switching from Phone Call)

Dress professionally, like you were going to a church activity or institute
Have your camera on
Minimize background noise
Check that your microphone and camera are working before the meeting
Speak confidently and clearly
Remember to unmute yourself before talking
Let the student share their screen to see what issue they are facing.
Don’t eat on camera. Small sips of a drink are okay if you need them
Make sure your background is professional
Silence your phone so notifications aren’t heard
Don’t try to work on other things while talking to the student. Your full attention should be on them
Go to the bathroom before your video call
Ask the student before recording a meeting. Allow the student to record if they would like to.
Be on time for the meeting
Maintain full attention; no multitasking.
Greet the student when they enter the Zoom room
Say goodbye to the student at the end of the meeting
Best practices
- Sit somewhere where your computer is on a table, not on your lap
- Have your camera positioned at eye level or higher
- Check your lighting so that you are not a shadow on camera
- Use a microphone (either on its own or attached to headphones) to make the sound clearer.

When an Advisor is unable to attend to call the student due to internet connection issues, technical issues, or other circumstances, they should:

Notify his/her Support Team Leader immediately
Delegate to another agent to make the call.
Follow up to confirm that the student was contacted and that their concern was fully addressed.

Best Practices

General Tips

Always call based on the student’s listed availability.
You may email outside their availability, but never call outside it.
If the student is in a country we cannot call, use email and a Zoom link scheduled according to their availability.

If You Don’t Know an Answer

It’s completely okay to say:

“I want to make sure I give you accurate information. I’ll check on that and follow up. Are there any other questions I can help with in the meantime?”

If you feel nervous about making calls to students, reach out to your Support Team Leader. They can help you schedule a shadowing session with an experienced Advisor so you can build confidence and improve your skills.

Record Every Attempt

Document:

Document every interaction and attempt to contact the student.

Add notes to the case:

When a call is made, and voicemail is left.
If the call doesn’t go through due to Tech Issues.
When the student didn’t show up for the appointment.

Additional Resource

Graduation Review Presentation

Page updated

Google Sites

Report abuse