DETC Fall Distance Education Workshop
October 3-5, 2010
The Brown Palace Hotel and Spa * Denvero, CO
Managing Third Party Call Centers: A Q&A/Panel Presentation
Mr. Gary Keisling, Chairman and CEO
Tuesday, October 5th * 11:00 - 11:45 a.m.
Fill out an evaluation for this session!
One of the most troubling aspects of the recent GAO report on for-profit institutions was the footage of undercover students dealing with admissions representatives and call centers. The students received inaccurate—and at times completely false—information. After signing up with some institutions, the undercover students were bombarded with phone calls, at all hours of the day. With for-profit and distance education institutions under more scrutiny than ever, it's important to make sure the call centers you (or your lead generator) use are on the up-and-up.
This panel presentation features panelists all connected with third party calling centers. After learning what they do, it's your chance to get your questions answered directly from the source, and learn how to ensure your institution won't end up as an example in a future GAO report.
Mr. Joe Charlson is the CEO and Founder of CallerReady LLC, a web services company that identifies your highest quality leads while they are online, engages them in a fully branded Interactive Warming Hut and then connects them instantly with your best available admissions representatives on the phone. Joe is a former Senior Vice President and Chief Marketing Officer for Education Management LLC (EDMC), one of the largest providers of post-secondary education in North America, based on student enrollment and revenue, where he oversaw all marketing, central admissions and call center operations. Joe holds an MBA from Harvard Business School (HBS), a Master of Science degree in Building Technology from Massachusetts Institute of Technology (MIT), and a Bachelor of Science degree in Neural Sciences from Brown University.
Mr. Howard Mandel is the Executive VIce President of Sales and Client Account Management at EducationDynamics, where he oversees client acquisitions, and helps meet the needs and foster the growth of existing clients. His extensive sales/marketing experience includes the jobs of VP of sales for a successful Internet portal and VP/account director at several New York advertising agencies. He has been instrumental in online campaigns for Columbia Pictures, the U.S. Army, Ford and General Foods and traditional campaigns for Tic Tac Mints, Toyota, Pioneer Electronics, Marriot and Waldenbooks.
Mr. Murray Smith is Chief Marketing Officer at ESM. Prior to joining ESM in 2003, Murray spent 25 years in sales and marketing at both large and small companies including Dun & Bradstreet, Wang Laboratories, MCI, KN Energy, Convergent Communications and Qwest. He has a broad range of professional experience, including direct sales, marketing, sales support, product development, corporate communications and executive management. Murray holds an MBA from Washington University in St. Louis, Missouri.