For eleven months, your admissions team is about the right size. Then results come out, ads go live, and enquiries arrive faster than counsellors can dial. They spend the day repeating the fee, the duration and the hostel rules. The student who is ready to apply waits behind the one who only wanted to know about the mess.
An agent can take on the repetitive part so your counsellors spend their time on the conversations that decide an admission. We have covered the case for this. Here is how to plan it, month by month.
A month before: get the facts in order
Write down the questions your counsellors hear all day. Fees, instalments, eligibility, hostel, placement, dates. Put the answers in a knowledge base as a course sheet. If you offer several courses, make that clear, so that one course's fee cannot be read out for another.
Be careful with placement and results. Have the agent say only what your document says, and don't let it promise an outcome. Anything not in the sheet goes to a counsellor. Then use Try a question on your ten most common questions, and a test call with someone who has never seen the script.
When the rush begins: first calls
A workflow starting on a new enquiry calls within your hours and asks what they want to study, from which city, and by when. The agent answers fee and duration questions from the sheet. Your counsellors get a shorter list, with answers already on each contact. Use call scoring to mark who should be rung first, using rules from the admissions template, edited for your own courses.
Parents are on a different clock
A seventeen-year-old fills the form. The parent pays. Parents are often at work during the day, and they may be more comfortable in a language other than the one on your website. Set the language your families speak, or turn on Multilingual mode. Call in the evening hours you choose, up to 9 pm IST, and no later, because the platform will not place a call after that.
Script a line for when a parent is on the phone instead of the student. Be plain about who is calling and why. Parents often ask harder questions than students, and those are good moments to hand over. The agent does not bring up that it is an AI. If a parent sincerely asks, it says it is a virtual assistant, and it never claims to be human.
Counsellor slots
On the call the agent books a slot and tells your team. A workflow sends the details, and rings before the session, so the time is kept or moved. A counsellor's hour is your scarcest thing in season, and a reminder is a cheap way of protecting it. Make sure the counsellor sees what the student already asked. It should be on the contact.
Forms left half done
Someone who stopped at the fee page usually has a question. Put those students in a campaign that asks what is stuck, and pass real fee or scholarship talk to a counsellor. An agent should not be deciding scholarships. Your Re-churn preset for callback asked is useful here too. Ask your team to check the numbers daily in season.
After they join
The season doesn't end at the fee receipt. A short call in the first week can ask how the classes are going, in questions you write. An unhappy student should reach a person while it can still be fixed. Fee reminders can ring ahead of each instalment date you keep on the contact, stating what your record shows, and passing hardship questions to your accounts team.
Things that go wrong in season
- The wallet runs out on a Saturday. When the wallet runs out, calls stop. Check Wallet lasts before a big run.
- A fee changes mid-season and nobody updates the sheet. Give it an owner.
- You add an old list from three years ago and hear complaints. You need a lawful reason to call everyone on your list, and consent and registry checks stay with you. Start with people who enquired recently.
- A campaign rings someone who said stop. Put your opt-outs in the Do-Not-Call list on the first day, and teach counsellors to use Do not call properly.
What counsellors keep
Keep the advice with people: which course fits this student, whether the fees are worth stretching for, what to do after a bad result. Those are the calls that build trust in your institute. When the season ends, the same list can help you. Last year's enquiries that fit a new batch can go in a campaign, and anyone who says stop goes on your list.
The education page shows the jobs in detail. Voice and plan costs are on the pricing page. Test it on a small batch weeks before the rush begins, because in the middle of the rush nobody will have time.