International companies most often choose telephony that integrates with world-famous CRM. is no exception , for whom the transfer of call language school data to HubSpot is important. Read how Ringostat telephony helps the work of the Kazakhstan branch of courses that have graduated millions of students around the world.
About the project and its features
Wall Street English is an international network of English language schools founded in 1972. Over 50 years, it has graduated 3 million people from 28 countries. And in 2023, the first branch opened in Kazakhstan and Central Asia, which will be discussed in this case.
You can acquire knowledge online, at the Wall Street English center, or use a mixed method. The following are available for students of the Kazakhstan branch:
- General English;
- Business English;
- Academic English;
- English for travel.
You can start studying only israel telegram data from the age of 17, but most of the students are people over 30. The main target audience of Wall Street English wants to learn English to advance in their career or develop their business internationally. There are also enough of those who simply love to travel and want to feel comfortable abroad. Also, representatives of the older generation who have children and grandchildren abroad or simply have enough time to learn something new apply.
The first step to learning is to leave a request on the website. The future student must enter their phone number so that a school representative can call them back. At the same time, a call is not just a way to learn more about the client and enroll them in a course. “Live” communication helps dispel the doubts of a potential student, select the optimal program and describe all the prospects that Wall Street English offers.
“It is very difficult to offer a unique product in the field of language courses. The audience is accustomed to many methods that are popular both among specialists and among students. Our task is to capture the attention of a potential client during a short call and at the same time tell about the uniqueness of the Wall Street English method.
In Kazakhstan, people lack English practice. Very few try to overcome their fear and start speaking English, even with 9 examples of creating popup surveys and collecting mistakes. And in our center, the atmosphere is completely English-speaking, all employees speak this language fluently. During the conversation, we also try to debunk the stereotype that learning English is boring classes in groups with a minimum of speaking practice.
Even more people are looking for courses only to prepare for testing, where they only teach how to pass the test correctly. We tell them that you can start learning English with general practice, and only then look for opportunities to pass various certifications with excellent marks . ”
Also, communication on the phone helps future students to be sure of the expertise of the Wall Street English staff. Many are interested in the education of teachers. And some even begin to check the school consultants for their knowledge of English. If a person really sees that he can learn something from the interlocutor, the issue of trust is not in doubt.
Why Wall Street English Kazakhstan chose telephony from Ringostat
Not only consultants, but also coaches call students and potential clients. For example, to clarify a student’s schedule. It is important to record and organize all this communication. Therefore, Wall Street English Kazakhstan decided to implement ar numbers to solve several problems at once:
- connect virtual numbers from a telecom operator;
- collect data on all calls in one system for further analysis;
- transfer them to the CRM system;
- make records of incoming and outgoing calls.
How call processing is organized
Operator for the language school . The advantage is that such a number is multi-channel. That is, several people can call from it and to it at the same time. And no one will hear the busy signal.
This is especially important for Wall Street English because the school’s staff spends a lot of time talking to clients on the phone. And while there may be a few hundred incoming calls every month, there are actually a lot of outgoing calls – much more.
A well-thought-out processing scheme has been organized for incoming calls. So that each client can call and receive the necessary information.
- A call from a student or potential client whose contact is already in the CRM will immediately be sent to the employee responsible for the contact.
- A call from a new client comes to the reception. Consultants who accept applications by phone also conduct meetings and business negotiations. Therefore, they do not always have the opportunity to quickly respond to an incoming call. But the reception staff, who are always on site, can quickly respond to the call. If necessary, they will write down the information or transfer the call to a free consultant.
- If everyone at the reception is busy and no one picked up the phone, the call will go to the consultants department. And not randomly, but to the employee who has processed the fewest calls during the day. This allows for a balanced and fair distribution of the workload between employees.
- If there is no answer there, the call will go to the backup number, which belongs to the head of the sales department. This is an important link in the chain that helps not to lose a potential client. And to quickly respond to the situation with a missed call.
Transferring call data to CRM and improving service quality
The way consultants handle calls largely determines their KPI. Therefore, the company’s management regularly checks the employee performance report. It makes it easy to track how many calls each consultant handled, whether they pick up the phone quickly, how much time they spent talking to clients, etc. First of all, the management looks at the average call time and the number of calls made. The first indicator gives an understanding of how well the consultant can show the advantages of the language school in detail. The second is whether the employee was productive or procrastinat while others were calling clients. All this helps in analyzing the work efficiency and calculating the employee’s KPI.
As already mention, all call data is transferr to HubSpot CRM. So the consultant does not need to be distract to set tasks, record client data and open deals.
It works like this:
- When a new client calls, a contact, task and deal are automatically created;
- When an incoming call comes from an existing client, only a task and a deal are created – the contact is not duplicated;
- after each call, an audio recording of the conversation is attached to the task;
- If a call is missed, a task “Call back” with a deadline is creat for the responsible manager.
If necessary, the head of the sales department listens to the audio recordings of calls made by Ringostat. This happens in unsuccessful situations – to understand what the mistake was, analyze it with the team and correct it in the future. The head also analyzes calls on successfully closed deals. This allows finding new effective tactics and sharing them with other consultants. Also, when listening to a call, attention is paid to the intonation and motivation of the consultant.
Call analysis helps to find errors, non-obvious nuances and improve the quality of service. For example, Wall Street English tracks situations when a consultant:
- provid incorrect information;
- had gaps in knowledge about the courses;
- did not know how to properly handle customer objections;
- promised that the student would receive knowledge and certificates that the school could not provide.
By listening to calls, it was possible to work out the correctness of answers to certain questions from clients. For example, questions about the cost of training are often ask. But it is impossible to answer this unambiguously – each student is provid with a personal training plan, and the price is calculat individually. Thanks to the recordings of conversations, the center develop a strategy for consultants so that they could qualitatively explain the work process to the client.
The company also edit the information provid in advertising campaigns. For example, there was a case with an advertisement that offer users to take a free test to determine their English level. Knowledge testing was possible during a meeting with a consultant and after familiarization with the center. And the advertisement brought in applications from those who simply want to check their language level, but were not interest in learning. After analyzing the information, the advertising campaign was correct so that it brought in target clients.
Employees can also always view information about calls made and listen to their audio recordings. After all, it is often difficult to remember the essence of all calls made, if there were also meetings with potential clients. By listening to a call, a consultant can always recall the client’s name, what course he needs, etc.
