May 9, 2019
Advising call center will support new web portal to Purdue’s online offerings
A call center with trained admissions advisors to assist students looking to enroll in online programs from throughout the Purdue system will go online this summer in connection with a new unified web portal designed to direct students of all types to online and hybrid programs and classes available from Purdue.
A key component of Purdue’s unified marketing initiative, the call center will help potential students understand all available Purdue online program options, whether from the physical campuses or Purdue Global, and guide them to the most appropriate choice for them.
The call center, being developed by Purdue and partner Kaplan Higher Education (KHE), will leverage a database of program information and analytics as well as consultations with prospective students to improve and personalize their enrollment. Purdue is working with KHE to collect admissions requirements and program data, which will be used to further develop and inform a staff of trained, highly skilled admissions advisors.
A prospective student interested in a particular program that they find through the unified web portal can request more information through the website, to be accessible at online.purdue.edu. From there, they will be put in touch with an admissions advisor through their preferred channel – phone, email or others. The admissions advisor will work with the student to help them learn more about program details and to assist them in determining the best Purdue offerings to meet their needs and career goals.
Beginning with the unified portal launch, tentatively set for August, prospective students will be able to connect with the call center through phone, email and live chat. Planned hours will be 9 a.m. to midnight ET Monday to Friday and 10 a.m. to 7 p.m. ET Saturday and Sunday. Future call center enhancements under consideration include support for text messaging and extended hours.
Currently, Purdue and KHE are working to develop initial admissions advisor training on program information, including admission requirements and curriculum details. Post-launch, real-time analytics will lay a path for continuous evaluation and improvement of call center effectiveness and for monthly continuing education of the admissions advisors.
The unified portal and the call center are important milestones in the development of Purdue Online, created in June 2018 by President Mitch Daniels and the Board of Trustees as part of the Online Education initiative of Purdue Moves. The goal is to systematically develop and grow a coordinated, unified system-wide portfolio of offerings from the physical campuses and from Purdue Global that serves all types of students.