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AMDA

Founded by Philip H. Burton in 1964 AMDA is committed to providing an unsurpassed performing arts education to a diverse community of creative artists. AMDA seeks to be both the school and the stage, where students are given the support and the freedom to find their voice and to design and create their own unique artistic vision. They strive to create an environment for their students to develop the skills, confidence, imagination and power to contribute to their community as artists, entrepreneurs, visionaries, lifelong learners and conscientious citizens of the world. To achieve this, AMDA provides rigorous, performance-based training and an industry-focused education experience that inspires excellence and prepares artists with an appreciation for the universal power of transformation through art. AMDA is a non-profit institution incorporated by the states of NY and CA and is an accredited institution of the National Association of Schools of Theatre (NAST).

Business situation

AMDA recognized that their marketing efforts were generating more contacts by potential students interested in learning more about their college than their internal team was equipped to handle. The school was advertising across multiple mediums and missing out on many of the follow up inquiry attempts as people were attempting to reach them at one of their two internal call centers set up to manage this function.

So, it was initially decided that they would employ a vendor to perform follow up phone calls to all calls missed by their group to qualify them and answer any basic questions and filter qualified interested potential students to their team of enrollment advisors.

Solution

UNO was selected to call a finite list of several thousand potential students who had attempted to reach AMDA during their heavy volume period and their calls were initially missed. A small team of outbound agents were assigned to the program and calls commenced according to the schedule. As our agents were able to navigate the process and qualify the potential students to transfer back into their enrollment advisors their internal team noted that they were able to convert a higher percentage of these contact types into scheduled auditions than they were on the unqualified contacts that they normally saw.
As a result the client reached out to us to establish an additional process that would allow us to have a small team of agents on an ongoing basis that had a sole function of making the initial contact with interested potential students to qualify them and filter them prior to submitting to the team of enrollment advisors.
Over time our team more areas of opportunity were uncovered and we identified solutions to the client’s needs. Our team began assisting with the audition scheduling and confirmation process required for acceptance into the school.

Benefits

With the approach taken by our team we were able to increase the efficiency of the client’s internal team and enhance their overall enrollment numbers by connecting them with a larger pool of interested students that they had been missing over the years and increasing the show rate for scheduled auditions.

 

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