What is a scalable student retention operation?
A scalable student retention operation seamlessly integrates technology, people and processes to deliver consistent, proactive and personal communications to all students.
Regular contact with students improves their sense of belonging and increases participation in university services, reducing attrition and increasing student success. In our conversations with students, we find that students in need of welfare and academic support often aren’t aware of the relevant University services or how to get in touch with the right department contacts. Proactive outreach identifies students who might otherwise slip through the cracks and gets them to the help they need.
“I really appreciate the university ringing me up. When I lost focus it was helpful to have them come to me as I feel that I would not have taken the necessary steps to progress myself.”
Student, Creative Writing/English Lit
Responding to student needs at scale requires:
- 24/7 response to students seeking support
- Early identification of at-risk students to inform priority interventions by appropriate support services
- Multichannel communication responsive to students’ preferences
- Technical support for the whole student population who are adapting to virtual learning environments and other digital tools
- Proactive messaging that ensures students feel supported with relevant resources
The UniQuest approach
UniQuest’s platform, expert people and proven processes work in harmony to deliver effective student communications at scale that nurture engagement across the student journey – from first enquiry to enrolment and through to graduation.
Acting as an extension of the university team, we communicate – with great care – with thousands of students every day. When the COVID-19 crisis hit, our agile and cloud-based operation enabled us to seamlessly continue with critical student engagement activities, supporting our university partners who have been working hard managing multiple priorities and demands on their time. In just the second half of March 2020 alone, we managed over 28,000 multichannel, one-to-one communications.
“Thank you for getting back to me during all this madness, you are the only University that actually got in touch”
We believe that student success is driven by personal interactions. We help universities deliver this faster and more cost-effectively, partnering with institutions to deliver all the capabilities needed to accelerate personalised communication and triage students 24/7.
UniQuest’s Student Advisers work as part of dedicated teams for each university partner, encouraging students through their studies, using integrated data capture to inform the right-fit, right-time interventions. We handle daily student engagement through proactive communication and 24/7 enquiry response, giving university student experience leaders time back to focus on specialist support across mental health, career, academic and financial services.
UniQuest’s student retention service delivers:
- Personal communication journeys for every student across preferred channels – WhatsApp, live chat, email, phone, video etc.
- Data-driven interventions to direct students to the most relevant resources and university support professionals
- Student intelligence reports to identify common attrition triggers and inform retention strategies
We tailor our approach to meet the unique needs of every institution and its students. Contact our team to discuss how we can support your retention goals.