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Calling

Admissions calling software, built into the CRM.

Counselors call inquirers and admitted students from the leads list or the lead's record, as a browser call or by ringing their own phone first. Calls from known leads land on their record, missed calls stay flagged until someone calls back, and recordings, plus transcripts where your provider supports them, sit on the lead with its messages.

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  1. The phone icon on Layla's row opens Make a Call
  2. Browser call: it dials from this tab
  3. Connected: the timer starts at 00:01
  4. Mute, Keypad and Hang up stay at hand
  5. Hang up when the call ends
  6. On her record, the call is logged with its recording
Recreated product screens with fictional sample data.

Admitted-student calls and inquiry callbacks, logged on the lead.

Between the offer and the deposit deadline, a phone call can settle an admitted student’s decision. Counselors place it from the lead record, and the call is logged where the rest of the admissions team can see it: calling built for college and university admissions, not a sales dialer.

Click-to-call

Start a call from any row in the leads list or from the lead record.

Browser softphone

Call through the browser with a headset; mute, keypad and hang up.

Inbound calls

When a known student calls, the call is logged on their record.

Missed calls

Marked on the lead as not yet returned until someone calls back.

Recordings

Listen to a recorded call from the lead's call log.

Transcripts

A transcript with a summary and sentiment, when your telephony provider supports it.

Call logs

Direction, status, duration, number and counselor for each call, on the lead.

Calling targets

Daily or monthly call targets for each counselor, with team defaults.

Click-to-call

Work down the admitted-student list, one click per call.

Filter the leads list to an application stage such as Admitted and save the view. Each row has a phone button next to the WhatsApp button; a click opens the browser softphone, and the call is logged on the lead when it ends.
  • Phone and WhatsApp buttons on each row
  • Logged on the lead when the call ends
  • Also on the lead record's toolbar

The browser softphone

Mute, keypad, hang up, and a timer running.

Counselors call from the same screen where they read the lead's history, including what the student asked on WhatsApp last week. The in-call widget opens over the lead record.

  • Mute

    Silence your microphone mid-call.

  • Keypad

    Enter digits for phone menus and extensions.

  • Hang up

    End the call; it's logged on the lead.

After the call

Call history on each applicant, call targets on each dashboard.

A director reviewing yield season wants to know what was said to an admitted student and whether counselors are making their calls. The lead record answers the first; targets answer the second.

Yield calls and callbacks, filed on the applicant's record.

The telephony panel on each lead counts inbound and outbound calls, and the call log lists each one with direction, status, duration, number and counselor. Play a recording from the log, or read the transcript, summary and sentiment when your provider supports them. The lead's audit history lists calls alongside messages, notes and stage changes.
  • Inbound and outbound call counts on the lead
  • Missed calls marked as not yet returned
  • Recording playback and transcripts from the log
  • Calls listed in the lead's audit history
Telephony panel. Counts this student’s inbound and outbound calls.

Calling targets

Daily call targets that counselors can see.

Give each counselor a call target, or set a team default, next to targets for applications, follow-ups and WhatsApp messages. The My targets panel on each counselor's performance dashboard shows progress through the day, so a quiet morning shows up before the afternoon.
  • Per-counselor targets and team defaults
  • Calls next to follow-ups, applications and messages
  • Green from 80% of target, yellow from 50%
See the counselor’s daily workspace

Set up telephony once, then call through the cycle.

  1. 1

    Connect telephony

    Connect your account with a supported cloud telephony provider and the numbers your admissions offices call from.

  2. 2

    Call in one click

    Counselors call from the leads list or the record using the browser softphone, including evening shifts for international applicants in other time zones.

  3. 3

    Log each call

    Calls from known students land on their record, missed calls are flagged, and completed calls are recorded.

  4. 4

    Review and coach

    Team leads play back recordings, read transcripts where the provider supports them, and check calls against each counselor's target.

Tasks, inbound capture and dashboards around each call.

FAQ

Calling questions from admissions offices

What is admissions calling software?

Software that lets counselors call prospective and admitted students from the CRM and logs each call on the student's record. In higheredcrm.ai that covers click-to-call, a browser softphone, inbound and missed call logging, recordings, transcripts with a supported provider and call targets.

Can counselors call from home or a recruitment trip without a desk phone?

Yes. With a browser softphone provider connected, counselors call from higheredcrm.ai in a web browser, typically with a headset, wherever they are signed in. Cloud telephony also supports click-to-call through the counselor's own phone.

What can a counselor do during a softphone call?

Mute, open the keypad for phone menus and extensions, and hang up, with a call timer running. There is no hold or transfer button. When the call ends, it is logged on the lead and added to the lead's inbound or outbound count.

Are yield calls to admitted students recorded and transcribed?

Recordings play back from the call log on the student's record. Transcripts, with a summary and sentiment, are produced when you use the supported browser softphone provider. Recording consent rules differ by state and country, so check what applies where your counselors and applicants are.

What happens when an applicant calls back and nobody answers?

If the number belongs to a lead, the missed call is logged on that record, marked as not yet returned until a counselor calls back, and shown as a badge on the lead's row in the list. A call from an unknown number is logged without creating a lead, so a counselor adds the caller by hand.

How do we plan calls to international applicants in other time zones?

Filter the leads list by country and save a view for each calling shift, such as Asia-Pacific in the evening. Schedule a follow-up for the time you plan to call, and it appears under Today, Tomorrow or Upcoming in the counselor's task panel.

Which telephony providers can our university connect?

Connect your own account with a supported cloud telephony provider for the browser softphone, recordings and transcripts, and pay the provider directly at its rates. You can also start with built-in channels and free sign-up credits (see pricing for how credits work). If your university already has a telephony contract, tell us the provider and we'll confirm support.

How does a director of admissions know yield calls are getting made?

Set daily or monthly call targets for each counselor, or as a team default, and each counselor's performance dashboard shows progress against them. Call history itself lives on each lead's record; there is no organization-wide call report, so targets are how you track calling across the office.

Admissions terms on this page

Hear how calling works inside higheredcrm.ai.

Bring the list your counselors call during yield season. We'll place a softphone call from a lead record, play back the recording and show where a missed call stays flagged until someone returns it.

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