FAQ's - Education
- What is co-sourcing vs. outsourcing?
- How do you scale up for overflow, peak periods and special events?
- What does Greenwood & Hall mean by “End-to-End Solutions”?
- How does Greenwood & Hall structure pricing?
- How is Greenwood & Hall different than a Call Center?
- How does Greenwood & Hall represent our institution's brand?
- What is the background of Greenwood & Hall's counselors?
- Are Greewood & Hall's solutions available individually?
- How does Greenwood & Hall address compliance?
What is co-sourcing vs. outsourcing?
a: Unlike outsourcing, a co-sourcing arrangement involves equal collaboration between the employees of an institution and those of an outside partner. Collaboration from professionals within both parties is necessary to create the desired result – generation of new revenue sources for an institution or efficiencies that enable an institution’s employees to be more successful in their roles.
Co-sourcing also has other benefits. It can bring otherwise expensive technologies and expertise to an institution and its workforce without the school being required to surrender control. Furthermore, co-sourcing works in tandem with an institution’s processes and culture. In essence, an organization gains all the benefits of outsourcing without having to make the hard sacrifices of control or reduction in workforce.
q: How do you scale up for overflow, peak periods and special events?
a: Greenwood & Hall maintains call centers in Santa Ana, CA and Bryan, TX, employing over 200 representatives on average and more during peak periods. When needed, we can quickly hire and train new representatives, reallocate existing resources or leverage strategic relationships with call centers nationwide to create an integrated call center network of 16,000 + agents.
q: What does Greenwood & Hall mean by “End-to-End Solutions”?
a: By end-to-end solutions we mean a one-stop shop; a complete set of co-sourced enrollment relationship services that address the entire student lifecycle from lead generation to graduation. Our services include:
- Lead Generation
- Lead Qualification
- Enrollment Counseling
- Student Assessments
- Retention Counseling
- Financial Aid Advising and Back End-Services
- Career Advising
- Student Concierge Services
- Enrollment Management and Financial Aid Consulting.
q: How does Greenwood & Hall structure pricing?
a: Greenwood & Hall strives to understand each institution’s financial situation and needs, and is flexible in offering the most appropriate pricing model for that institution, while optimizing the school’s Return on Investment and minimizing any mandated contract lengths.
q: How is Greenwood & Hall different from a Call Center?
a: Greenwood & Hall certainly has renowned call center capabilities and technologies - the same platform being leveraged by the American Red Cross, Stand Up to Cancer, Help for Haiti Now, and other leading non-profits. Greenwood & Hall utilizes its extensive education experience and expertise to deliver a number of education-specific, customized co-sourced solutions on that same reliable, expansive platform.
q: How does Greenwood & Hall represent our institution's brand?
a: Greenwood & Hall is much more than an outsourcing partner; we truly become an extension of the Universities we serve. Greenwood & Hall achieves this level of relationship through true immersion with your institution.
Greenwood & Hall begins by learning the unique institutional differentiators including mission, culture, and goals of each of our university partners and their programs. Our personnel are trained on your campus by your leaders. The result is unrivaled service delivery to your current and prospective students, through the voice of your institution.
q: What is the background of Greenwood & Hall's counselors?
a: Most of our counselors have a bachelor’s if not a master’s degree. Moreover, many of our counselors are hired with a background in the specific programs your institution is looking to launch, develop, or improve. By providing program and institutional-relevant expertise, we provide unrivaled service delivery to your current and prospective students.
q: Are Greenwood & Hall's solutions available individually?
a: Greenwood & Hall strives to remain flexible to best serve the unique needs of each of its institutional partners. While our services are available as an entire suite, they are also available standalone- addressing the specific needs of our clients.
q: How does Greenwood & Hall address compliance?
a: Greenwood & Hall complies with relevant state and federal regulations as they pertain to privacy including but not limited to: the Family Educational Rights and Privacy Act (FERPA); CAN-SPAM Act; Safe Harbor Regulations; Fair Credit Reporting Act (FCRA); Gramm Leach Billey Act; the Federal Do Not Call Registry (DNC); Telemarketing Sales Rule (TSR); and the Health Insurance Portability and Accountability Act (HIPAA).
Greenwood & Hall is also PCI compliant and adheres to generally accepted security standards as they relate to payment processing, storage of financial information, and the safeguarding of proprietary information.