Education Match Overview
- 2. Educa&on 油Match, 油an 油ION 油Company, 油is 油a 油trusted 油lead 油genera&on 油provider 油for 油our 油 distribu&on 油partners 油and 油clients. 油Our 油experienced 油management 油ensures 油each 油 and 油every 油employee 油understands 油and 油complies 油with 油all 油State 油and 油Federal 油 regula&ons 油governing 油outbound 油telemarke&ng 油in 油the 油educa&onal 油lead 油 genera&on 油ver&cal. 油 Educa&on 油Match 油is 油commiDed 油to 油total 油and 油complete 油compliance 油with 油all 油 regulatory 油requirements 油and 油standards 油of 油conduct, 油for 油the 油bene鍖t 油of 油both 油the 油 poten&al 油students 油and 油our 油schools; 油therefore, 油we 油must 油all 油be 油fully 油aware 油of 油 the 油regulatory 油requirements 油that 油a鍖ect 油the 油higher 油educa&on 油industry. 油 This 油document 油is 油to 油provide 油an 油overview 油of 油our 油Code 油of 油Conduct 油when 油genera&ng 油 Educa&onal 油Leads 油for 油our 油clients. 油
- 3. ONE VOICE Educa&on 油Match guarantees to providing clear scripted presentations from every agent, regardless of their geographical locations, background, or ethnicity. Our Hiring as well as QA processes ensure each agent is tested for voice quality and is rated based on script adherence, voice quality and listening skills - Not how many leads they produce a day. What does verbatim mean? Present the script word for word with exception to transitional phrases or answering a direct question that may not have a scripted response. Going off script or adding your own words is not allowed. Our scripts are designed to ensure all student prospects are: 1. Qualified based on required qualifiers 2. Ensures you as an agent did not promise anything to the prospect which covers you in the event of a complaint from a client or school. 3. Will increase your production over thousands of calls. 4. You maintain a One Voice script delivery. All agents saying the same thing on every call. 5. Compliance to TCPA and Title IV Regulations are met.
- 4. Smart Script The following pages illustrate the actual scripting used by all agents generating student prospect leads. This is Education Matchs proprietary One-Voice smart script ensuring strict adherence to quality and compliance standards in the educational lead generation vertical. All qualifier validations are built into the script logic as well as screen controls to eliminate bad data from getting to a client. The script controls: 1. Program availability check to mitigate chances of client receiving leads where no program is offered. 2. Zip code search tied to USPS to ensure exact addresses. 3. Checks on email addresses to ensure proper format. 4. Restrictions on submitting same record more than 1 time. 5. All questions must be answered to continue. 6. Compliance statements properly placed to meet State and Federal regulations.
- 5. Smart Script Full scripted opening to ensure proper introduction and recording statement. Identifies Online or Both, system knows to ask if they have working computer with internet at home.
- 6. Smart Script Each field is required or information message will pop up for agent with instructions. If any NOT QUAL response is given the scripting will automatically take agent to the End Call screen. Responses will drive whether call is qualified or not Agent is not allowed to go back and change responses to "work around" the system
- 7. All validation of city, state, zip is tied to USPS web application to ensure it is exact match. If duplicate phone number has been branded in last 90 days, system pops message to end the call and not submit a form. Additional level of interest question allows for only prospects that are a level 3 or above to submit. Smart Script
- 8. IONNet Full online management system for EDU tracking, agent management, scripting controls and QA. Centralized portal for all metrics for consistent management across the enterprise of centers. Full suite of management tools which empowers all levels of management to gather data without waiting on lengthy IT requests.
- 9. Quality Enhancement System To ensure the integrity of the leads being transferred to our clients, Education Match, Inc. utilizes the following: A. Proprietary QA System developed in our IONNet CRM. B. Centralized 3rd party QA Center. C. Live Monitoring Technology w/ Cordless headsets and IPADs. D. QA Notification System to Agents C. Agents all sign contract for Declaration of Call Compliance. Education Match has built its own robust QA system that allows on demand access to recordings and scoring using several selection criteria to drill into agents, teams, or call center performance. In addition to our floor managers using live monitoring for coaching and mentoring, Education Match employees a team of QA agents located in a centralized offsite location. Keeping the separation between QA agents and Production Agents eliminates the bias and bases scoring and feedback on a set of compliance and client requirements. Our QA Notification system alerts agents on their screen of any new updates, feedback or meeting requests immediately and requires Agents acceptance of understanding as well as passing tests to continue to dial. Each new hire is required to sign a Declaration of Call Compliance Agreement stating they will follow the scripting, understand all qualifications, be polite and friendly on the phone and understand the penalties for non-compliant actions.
- 10. DATA ACQUISITION Education Match, Inc. believes that using the freshest data combined with the proper data hygiene processes have provided our long terms clients with some of the highest enrollment rates for call center generated leads in the industry. One key factor to our high enrollment rates is that amount of budget we allow for media buys. We only purchase high quality real-time data that is loaded fresh each day. Our centralized Command Center manages all list strategy with our experienced team of analysts who are trained to understand how to make sound decisions based on the performance and disposition metrics of each list. We also has a max attempt set to 5 total calls to a prospect, no more than 1 during the day and one in the evening for a 24 hours. Education Match is branded in compliance statements and meets all title IV regulations. Education Match owned websites www.855gotcollege.com http://myonlinedegreecollege.com www.academicsdegree.com
- 11. AGENT COMPENSATION Education Match, Inc. believes hiring the best and provide a career minded model vs. just a job. We run a company wife program called the Leaders Club Click the document to the right to open the Compensation document that is given to each new hire. NEW HIRE COMPENSATION: We want to welcome you to the Education Source. Inc. team. We only hire the most qualified, most experienced Educational Specialist that understands quality is key to our success. Education Source, Inc. has put in place a very high compensation plan for those that show excellent attendance, high quality scores and production. Educational Source, Inc. supplies top quality fresh data daily, comprehensive systems, and over 15 clients to match student prospects that make reaching the goals below very achievable. Here is the breakdown of staff in the leaders club. ! 5% New Hires ! 22% - Leader Club Nominees ! 57% - Gold Level Members ! 17% - Platinum Level Members New Hire compensation starts at $10 per hour. Payroll is bi weekly and checks are handed out Fridays at 6pm EST. No exceptions. After 30 days of employment, you are eligible for the Leaders Club. The qualifications are listed below to enter our exclusive club. Each Leader club member will be assessed monthly to determine which level they fit into. LEADERS CLUB PROGRAM: NOMINEE (BLUE LEVEL): 30 days of tenure - 100% attendance adherence. 95-100% QA scores with No Quality write-ups. Top 50% of room average LPH production cum for the term. Base $11.00 GOLD LEVEL: Minimum 4 months tenure. 100% attendance adherence - . 95-100% QA scores with No Quality write-ups. Top 30% of LPH production cum for the term. Base $13.50 PLATINUM LEVEL: Minimum 6 months tenure. 100% attendance adherence - 95-100% QA scores with No Quality write-ups. Can assist in training new agents. Required to mentor as a leader buddy for two weeks with a new hire. . Top 10% of LPH production cum for the term. Base $16.00 Agents must continue to meet the attendance and Quality requirements each month to maintain their status in the Leaders Club Program. At anytime an agent does not meet the requirements they will be returned to a nominee and will have to re-earn their status. Agents will be presented a badge they are required to wear them to work and placed in a visible location on their shirt/blouse to display each members status in the program. Membership entry and advancement is to be approved by Education Source Inc. Chairman prior to status change.
- 12. CONTACT INFORMATION For 油more 油information 油on 油our 油company 油or 油how 油we 油can 油help 油you, 油contact 油 油 Michael 油Connors 油 Chairman 油 油ION 油Companies 油 Mike@ionglobalsolutions.com 油 MConnors@educationmatch.biz 油 Of>ice: 油 油(855) 油ION-足4600 油(466-足4600) 油 油ext 油0 油 Cell: 油(561) 油989-足4715 油 Linked 油in: 油www.linkedin.com/pub/michael-足connors/4/315/79/ 油 Website: 油 油www.ionglobalsolutions.com 油 油 油 油 油 油 油 油 油 油 油www.educationmatch.biz 油