Technology

CARS' proprietary telephony, scripting, and reporting technology was developed specifically for the education sector. CARS technology is built to increase speed to contact, conversion rates, enrollment, and student retention results. Most importantly, CARS understands when not to use certain functions that students may be interrupt as 'telemarketing' tactics. Focus is on the student experience and not maximum profit.

CARS dialing, scripting, reporting, and call management software capabilities include Interactive Voice Response (IVR), predictive dialing, preview, and progressive dialing. Smart Dialing features allow students to hear a specific message, choose options to connect to a live agent, and provide data via touch-tone phone. All calls are recorded and have dispositions for reporting and quality assurance purposes.

CARS owns the proprietary scripting and dialer management software and can quickly customize scripts for inbound and outbound calls. All scripts can be tailored per campus, per campaign, and per 800 number.

Lead data is transferred quickly to College team members via various methods including web referrals, web postings, spreadsheets, and e-mail based upon the College's needs. For outbound services, leads are contacted in as little as three (3) minutes.

CARS routes inbound service calls to specific individuals and teams based on account specific call rules. In the event of inbound and outbound services, CARS disables outbound services to absorb unexpected inbound spikes and calls can be transferred, escalated, etc. Inbound service levels include Average Seconds to Answer and Abandonment Rate.

For outbound services, the predictive dialer software is the administrative platform. The predictive dialer continues until contact is made with prospective student or enrolled student in the case of Retention services.

Highlights of CARS includes:

  • Manages inbound student leads/calls and outbound calls for internet leads
  • Captures leads sent from the client or a lead generator and transfers data to the dialer
  • Calls a prospective student in as little as 3 minutes
  • Tracks the progress of leads and manages future calls
  • Prompts CARS advisors with the correct call scripts
  • New call scripts available quickly
  • Manages warm transfers to College admissions representatives
  • Customized advisor interface for each College client, including disposition options, transfer options, etc.
  • Records calls
  • Manages 'Do Not Call' compliance
  • Automated reporting, including transfer rate, service levels, etc.
  • Calls are monitored with listen, supervise, coaching, and conference functions