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The Career Academy
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General Queries
For students to Cancel, they must go to this URL – https://www.thecareeracademy.com/cancel/ and fill in the form. They will receive an update if the cancellation is processed.
NZ and AU cooling off period is 7 Days
IE UK and Global have a 14 Day cooling off period
The Advisors Spreadsheet contains all Courses on each website as well as important information, such as duration, prices, and Info packs, View Here
These are sent out on the 20th of the following month from the date of the students enrollment, and only upon the first payment being made.
Staff Roles
Website health
Making sure that the website is easily navigable, fast, and rarely has downtime.
Website quality
Making sure that the website creates a compelling experience for potential students and helps them to envision a future studying with The Career Academy.
Search Engine Optimisation
Making sure that if students are searching for education, our website ranks highly among the search results.
Advertising
Making sure that our cost per lead is at a reasonable price, and that the leads that we’re pulling in are of a high quality at the sales level.
Promotion Management
Managing any sales that The Career Academy runs. Also responsible for creating one-off sale codes for the sales team.
Third party lead provider management
Managing the relationships and marketing spend with third party lead providers.
Data Analysis
Significant data analysis is required for the activities above, so much of marketing’s time is spent ensuring that the changes we make a supported by data we have available.
Campbell Kaczynski
campbell@thecareeracademy.com.au
Izzy Martin-Guethert
izzy@thecareeracademy.com
Lead Management: We have three core teams in the sales department to manage the 2,000+ leads TCA receive each week. There is an intensive 63-day (nine-week) sales cycle each lead passes through (ie. it can take up to nine weeks for a student to decide whether to enrol in a course).
Fresh lead Sales Sequence (Day 1-21): Fresh leads are received by certain advisors, and they have three weeks (21 days) to try and convert that lead into an enrolment. As soon as a fresh lead is received, the sales team will attempt to call the student within one business day to check how they are going with the course information pack and see if they need any help deciding which course is best for them.Outbound team (day 22 – 43): If a student has not enrolled after being with the fresh leads team for 21 days, the lead will move to the Outbound Team who have extra sales tools available to help them convert (ie. greater discounts, complimentary course notes or SSBs in NZ, etc). The Outbound team immediately attempt to call the student once they receive the lead and if no answer, they are put onto an Outbound sales sequence.
Short Course Team (Day 44-63): If a student has not enrolled in 43 days, the lead will move to the short course team, where a final attempt is made to convert the lead into a student enrolment (by offering even higher discounts). The Short Course team immediately put the student on a sequence once they receive the lead and then monitor Harvest2 to see if a student clicks on the email or looks at the website.
Unsubscribe process: At any point in the 63-day sales cycle, if a student requests to unsubscribe, responds to a sequence, enrols or speaks to an advisor, they are automatically removed from the sales sequences.
HubSpot Chat Support: Students also have 24/7 access to HubSpot chat, which is monitored by student advisors during business hours and monitored by a bot after hours which provides automatic responses to students based on what they are asking about. Chat messages are responded to instantly. If they are service related chat queries, students are directed to the relevant team.
Enrolment phone call: If an advisor gets the chance to speak to the student on the phone, they will first ask the student ‘why’ they want to study a course with TCA. This enables the advisor to gain a good understand of the goals of the student and what they want to achieve. Once they have ascertained the ‘why’, advisors will recommend a course to suit the students’ needs and explain the modules, key benefits, duration, etc. They will also talk through the pricing and payment options with the student.
Enrolment Process: Enrolments are processed via the website for each student (many times over the phone on behalf of the student, with advisors following a strict sales script). Once processed, students are advised at the end of the call that they will receive their welcome email and login details within one business day.
Post enrolment check in: Once a student enrols, there is an 11-day check in call made by the sales team (Cid and Knox) to make sure the student has had a fantastic onboarding experience. Feedback is collated to ascertain; 1. The navigation of the website and usefulness of the pre-enrolment information; 2. Whether the student advisor was friendly and gave them all the information they needed to know before enrolling; 3. How they found the Introduction course, whether they have spoken to Student Services and/or a tutor and just generally checking in to ensure the student is “happy”.
Cooling off period: The sales team only deal with student enquires/queries up until the time that their cooling off period expires. The Cooling off period is 8 days in NZ, 10 days in Australia and 14 days in UK and IE. If a student requests to cancel within their cooling off period, immediate attempts are made to save that student via phone, email, SMS, within a maximum of two business days. If the student is not saved, the cancellations team cancel down the enrolment on the third day.
Course Extensions: Three weeks prior to a student’s course expiring, the sales team contacts those students and offers them a course extension via phone, email and SMS.
Re-enrolments Team: The Re-enrolment team contacts good paying students via phone, email and SMS once they complete a course to ask them about their experience and speak to them about other courses that may be suitable to them. Requests are also sent from other departments to call back existing students who have expressed interest in completing another course.
Enrolment Review: Ensuring the automation processes the enrolment. Supply fixes for the corrections to process enrolments from retriggering via WooCommerce, changing status, SKU corrections, adjusting the contact it has attached to or confirming we have received payments based on accounts confirmation and debit success confirmation.
Enrolment Changes: Actioning course swaps, downgrades, processing complementaries and discounts to save cancellations. HubSpot, Debitsuccess and refunds all actioned to ensure the records are accurate.
Admin Cancellations: Enrolments which are not going to be paid, or are double processed are admin cancelled by Admissions.
Risk control: Trying to ensure The Career Academy New Zealand has minimum 50% risk control by reviewing supporting documentation to ensure only domestic students are enrolled
SLA (Service Level Agreement): 95% emails responded to within 1 business day
Invoice requests: If a student requests for an invoice with additional or amended details, the team will provide an updated invoice within one business day and advise Admissions of the changes.
Remittance advises: If a student requests for a payment receipt, the team will provide this within one business day.
Refund details: If the student enquires about the status of their refund, the team will Inform the student that their refund will be processed on the 20th day of the month. If the student wishes to be refunded via bank transfer, the team requests for the student’s bank details. On rare occasions, the team also processes Immediate refunds.
Proof of payment: If we received a proof of payment from a student, the team reviews this from the bank and advises Admissions or Sales that payment was confirmed.
Response time: 95% of emails are responded within one business day.
3 working days after enrolment the team will attempt to call the student and check how they are going and to check if they have logged in and if the right program is presenting on their dashboard > if there is no answer, they will send an email
If a student has not logged in 7 days after enrolment the team will call the student and if the student answers the team will encourage them to log in and walk them through the process on the phone > if there is no answer an email is sent
If Course notes/SSB were ordered by the student, the team will review the payment status after the cooling off period has ended and then send the student the CN/SSB via tracked courier.
2 weeks after enrolment the team will attempt to call the student and check how they are going > if there is no answer, they will send an email
4 weeks after enrolment the team will attempt to call the student and check how they are going > if there is no answer, they will send an email
If a student has not submitted an assignment within 5 weeks of enrolling the team will call the student and if the student answers the team will encourage them to submit the assignment and walk them through the process on the phone > if there is no answer an email is sent
If a tablet was provided to the student, the team will review all the eligible students for the month prior, and the eligible students will be sent the tablet by the 20th of the month following their enrolment.
3 months after enrolment the team will attempt to call the student and check how they are going > if there is no answer, they will send an email
When a student appears on the At Risk list (eg not logged in for 4 weeks) the team will then call the student and check on them to see if they are ok and try and encourage them to get back on track.
Incoming calls are answered in business hours and assistance provided where that is possible, or the call is transferred to the team who can help/email sent requesting that contact be made
95% of emails are responded to in less than one working day.
If the student contacts the team with issues logging in, the team will reset the password and let the student know (email), or reset the password and wait on the phone while the student logs in to make sure they can access.
95% of extension are processed within 3 working days and confirmation sent to the student
When a student calls/emails after their cooling off period and wants to place the course on hold or defer the start date of a multi-program sale, the team will facilitate this and confirm with the student once actioned.
When a student replies to a membership eligibility email the team will facilitate this and confirm with the student once actioned.
When student Services receive a notification from CRM advising that the student has completed and paid for a HCC, they will check the balance owing and if the balance is nil the HCC will be sent to the student.
When a call is received, they will listen to the query and direct the call to the appropriate team.
If the student contacts the team and advises their only issue relates to logging in, the team will reset the password and wait on the phone while the student logs in to make sure they can access.
If the student contacts the team wanting to update their details (phone, email, address) the team will make the change and let the student know.
Incoming calls are answered in business hours and assistance provided where that is possible, or the call is transferred to the team who can help/email sent requesting that contact be made
95% of emails are responded to in less than one working day
If a student fails an assignment twice the tutor will contact the student and walk them through their feedback and offer guidance > if they are unable to get through an email is sent.
Facebook messages to the Animal Care and Psychology groups are monitored and replied to, new members are also provided access when they request to join.
95% of forum posts are responded to in less than one working day
Review of payment plan accounts: A week after the student enrolled, the team will review the student’s payment plan setup to ensure them were set up correctly with the first payment date, frequency, Instalment amount. If there are discrepancies, these will be adjusted to ensure they match the sales order records.
First payment reversal: If the student’s first payment reverses or defaults due to Invalid bank or card details or payment stops, the team will be in touch with the student to help them fix their payment Information or refer them to Debitsuccess If they are unable to be reached.
Payment status: The team assist students enquiring about accessing their Debitsuccess/payment plan Information. This Includes providing their BTS, Instalment details, accessing the DS portal, processing statement of accounts or Invoice request, and/or just confirming any other details that relates to their payment plan account such as OD/demand notices, debt collection, reinstating access, and other options.
Suspensions: If a student requests for a payment break or suspension due to financial hardship, the team will review the student’s account and documents provided (If any) and process a temporary suspension to the account.
Manual payments: If a student wants to pay their balance in part or full, the team assists them by processing the manual payment via Debitsuccess through phone. If the payment was made directly to TCA, the student Is sent a confirmation email that their payment will be applied to their Debitsuccess account.
Catch up payments: When a student contacts us and unable to pay the whole overdue balance plus fees, the team will work with them to arrange a catch-up payment.
Payment variations: If a student wants to change their payment frequency, Instalment amount or date of payment, the team will work with them to review and accommodate their request in the interim. The payment variations are not permanent, and this Is just to help the student In the Interim while they sort out their financial situation.
Debt collection students: If the student enquiring was sent to Debt collection, the team will try their best to accommodate their concerns and explaining what available options they may have while on debt collection. Oftentimes, referring them to our external debt collection partners to arrange Instalment payments or DC settlements. This Includes handling bankruptcy notices, Insolvency reports, and other similar disputes.
Response time: 95% of emails are responded within one business day.
Cancellation requests (general): When a cancellation request is received, the request is assessed to determine if Its either an admin cancellation, in term cancellation or out of term cancellation within one business day. If a student is:
1. in-term cancelling – request forwarded to Sales Advisor and copy Retentions email to follow up.
2. If out-of-term cancelling – the request is reviewed, and an initial decline email is sent to the student unless other relevant Information is provided.
After 3 business days, any in term cancellations not saved will be processed. This includes closing DS account, unlinking courses and sending student confirmation of closure.
Out of Term cancellation: requests are processed based on each student’s response.
1. If the student accepts the cancellation request being declined and wants to either continue studying, hold their course, suspend payments, payment variation, extend payments, or clear a portion of the overdue balance, then the team will process the changes and notify the student upon completion of the changes by Debitsuccess or within one to three business days.
2. If the student disputes the cancellation request being declined and either sends additional supporting evidence (like medical records), claims misinformation or was misled, etc., then the team will Investigate and notifies the student of the final outcome within 10 business days. The Investigation Includes reviewing activity notes, call recordings, evidence submitted, any error from TCA’s part, order forms, payment plan setup, etc. The student
3. If the student continues to dispute and wants to escalate to management as a complaint, then the team will respond to the student advising that the request has been escalated to management.
