Southern Cross University (SCU) faced a challenge during a peak enrolment period: needing to increase the acceptance rates of offers to prospective students, but being stretched thin on resources for outreach.
Our mission? To assist SCU by stepping in with a targeted calling campaign designed to fill the gap and significantly boost their enrolment numbers.
We employed a hands-on approach for this initiative to ensure every prospective student received the attention needed to make an informed decision about their future.
calls made
offers extended
conversion rate
Chamalee Karunanayake | Head of Customer Success Emily Rowe | Head of Call Centre
SCU had the structure in place for offers, but were struggling to connect and communicate with prospective students in a timely manner.
The university needed a partner who could not only reach out to these individuals but also persuade them to proceed with enrolment. This challenge required a blend of strategic communication, thorough knowledge of SCU’s processes, and a highly personalised engagement strategy.
Our strategy was twofold: deep integration with SCU’s teams and an enhanced calling script tailored to address common queries and concerns of students.
We conducted detailed CRM training with our team to align closely with SCU’s operations, and developed calling scripts that informed and reassured students about their potential journey at SCU.
To ensure comprehensive coverage, our campaign utilised direct phone calls as the primary channel, supplemented by SMS and email communications to increase touchpoints. The integration of an online booking system for callbacks or Zoom meetings played a crucial role in facilitating direct, personalised conversations between students and SCU advisors.
In the first two weeks alone, 478 calls were successfully placed.
Here’s how the entire campaign worked out:
calls made
offers extended
conversion rate
“This was a truly collaborative campaign, as we learned how to navigate SCU’s CRM and worked cohesively with the enrolments team to deliver optimum conversion rates. What’s exciting is that this has now given us the tools to assist the SCU team with future campaigns, allowing us to integrate seamlessly with their processes.”
