The same few questions arrive every cycle, and they arrive all at once.
Where it breaks down:
Callers ask for dates, test policies, transcripts, and fees that are already on the website.
Counselors answer the same questions all day.
Deadline weeks bring a spike of calls.
Callers wait on hold, or hang up and do not call back.
Answers given from memory drift from the official ones.
A caller plans around a date that was not quite right.
We started from the questions callers actually ask, and the one source they should all be answered from.
- Most of these calls have a factual answer that your office has already published.
- Parents call too, in their own words, and deserve a plain answer.
- A question about someone's chances or circumstances is not a factual one, and belongs with a counselor.
The agent had to:
- Answer only from information your office has approved.
- Treat a parent's general question like anyone else's.
- Hand the caller the official page in writing when the call ends.
A RevAIvo Voice agent that answers deadline and requirement questions from your approved information.
Answers from your sources
Deadlines, required documents, test policies, fees, and process steps, in wording you approve and keep current.
Prospects, applicants, and parents
General questions need no one's file, so each caller gets the same plain answer. Anything about a specific application needs the identity check first.
Consent first
The first text carries the official page the caller asked about, and asks them to confirm they would like text updates. A parent confirms for themselves.
Counselors for the rest
Questions about chances, special circumstances, or exceptions go to your counselors as a callback request.
It brings in your team when…
Scoped narrow on purpose. Where you've set a number it can connect the caller; otherwise it logs a callback request for your counselors.
- The caller asks for a deadline extension or an exception.
- The caller asks about their chances, or how an application would be evaluated.
- The caller asks about financial aid or visas. Those go to the right office.
- The caller asks for a person.
What the call sounds like
Hi, my daughter is applying for fall. What's the deadline, and does she need to send test scores?
Happy to help. For fall first-year applications, the deadline is January 15th. Westbrook is test-optional, so scores are welcome but not required. She will also need her school transcript and one counselor recommendation.
And is there an application fee?
There is, and the amount and the fee-waiver steps are on our requirements page. I'll text you the link when we hang up. The text will also ask you to confirm you'd like text updates from us, and I won't send more unless you do.
That works. Thank you.
Sent after the call
Hi, this is Westbrook Admissions. Here are the fall first-year deadlines and requirements you asked about: westbrook.example.org/requirements. Tap to confirm you'd like text updates from us: westbrook.example.org/texts. To stop texts at any time: westbrook.example.org/stop
Thanks for calling Westbrook Admissions. The official deadlines and requirements are here: westbrook.example.org/requirements. For anything else, contact the admissions office at 555-0140.
The first text asks the person to confirm they would like text updates. Later texts go only to those who confirm, and a parent confirms for themselves. Messages go out when the call ends, and the wording is illustrative.
What changes for your team
An illustrative scenario:
Say your team handles 500 deadline and requirement questions a month, and the agent takes 40% of them end to end, at an assumed 5 minutes a call. These figures are assumptions for illustration, not customer results.
In a pilot we measure this with you, on your own calls in RevAIvo Pulse: calls connected, how each call ended, and how many needed a callback.
Routine deadline and requirement questions answered the same way every time, with the official page in the caller's hands.
Counselors keep their time for the callers who need advice.