Telecalling Executive

 Key Responsibilities 

As a Student Support Officer, you will be responsible for connecting with prospective students, understanding their study-abroad interests, generating counselling opportunities, maintaining consistent follow-ups, and supporting the organization in achieving admission and enrolment targets. 

1. Student Calling & Lead Engagement 

• Make approximately 100 to 150 outbound and inbound calls daily to prospective students. 
• Handle fresh leads, follow-up leads, campaign leads, referral leads, and other assigned student enquiries. 
• Communicate with students professionally and understand their study-abroad interests. 
• Maintain consistent follow-ups with prospective students until the next stage is completed. 
• Reconnect with no-response and pending leads as per the defined follow-up process. 
• Ensure every student receives timely communication and proper guidance. 

2. Lead Qualification 

• Understand the student’s academic background, preferred destination, course interest, intake, budget, and current status. 
• Ask relevant screening questions to understand student suitability. 
• Identify interested and eligible students and convert them into qualified counselling opportunities. 
• Update lead status accurately after each interaction. 
• Ensure only genuine and relevant leads are moved to the counselling stage. 
• Highlight priority or high-potential students to the concerned team. 

3. Counselling Appointment Generation 

• Generate student walk-ins, Zoom consultations, and counselling appointments. 
• Coordinate appointments with the respective Destination Counsellors. 
• Confirm counselling schedules with students and provide necessary appointment details. 
• Conduct reminder calls/messages before scheduled counselling sessions. 
• Track attended, rescheduled, cancelled, and missed appointments. 
• Follow up on missed counselling appointments and attempt to reschedule. 

4. Study Abroad Information & Guidance 

• Provide basic information about universities, colleges, courses, study destinations, intakes, and overseas education opportunities. 
• Explain available university programs and their key benefits to prospective students. 
• Guide students on the next steps required for counselling and profile evaluation. 
• Share accurate information only as per approved company and university updates. 
• Avoid providing incorrect or unverified admission or visa-related information. 
• Redirect detailed academic, admission, or visa queries to the respective specialist/counsellor. 

5. Follow-up & Conversion Management 

• Conduct strong and consistent follow-ups with all assigned leads. 
• Follow up based on student interest level, counselling status, intake, and next action. 
• Maintain proper next-follow-up dates and remarks. 
• Identify the reasons for student drop-offs or lack of response. 
• Work towards improving lead-to-counselling conversion. 
• Support counsellors by maintaining communication with interested students wherever required. 

6. CRM & Data Management 

• Maintain accurate records of all calls, student interactions, follow-ups, and outcomes. 
• Update CRM and internal tracking sheets on time. 
• Record correct lead status, remarks, next action, counselling status, and follow-up date. 
• Avoid duplicate, incomplete, or incorrect lead updates. 
• Ensure all assigned leads are updated before the end of the working day. 
• Maintain proper data confidentiality and professional handling of student information. 

7. Coordination with Destination Counsellors 

• Coordinate with Destination Counsellors for student profiling and further guidance. 
• Share complete and accurate lead details while handing overqualified students. 
• Obtain feedback from counsellors on student status and counselling outcomes. 
• Follow up internally on pending student cases wherever required. 
• Ensure smooth movement of students from calling to counselling. 
• Maintain proper communication between the Student Support and Counselling teams. 

8. Lead Generation & Prospecting Support 

• Participate in approved lead-generation and student engagement activities. 
• Support campaigns, webinars, events, education fairs, seminars, and promotional activities when required. 
• Contact leads generated through marketing campaigns and events. 
• Conduct timely follow-up on event-generated enquiries. 
• Support student database calling and reactivation campaigns. 
• Identify referral opportunities from interested students wherever applicable. 

9. Student Relationship & Service Quality 

• Maintain polite, professional, and student-friendly communication. 
• Build trust with students through timely responses and consistent support. 
• Listen carefully to student concerns and provide appropriate next steps. 
• Maintain a positive student experience throughout the initial enquiry stage. 
• Handle objections professionally and escalate complex concerns when required. 
• Avoid making false commitments regarding admissions, scholarships, visa approval, or outcomes. 

10. Performance & Productivity 

• Achieve assigned daily, weekly, and monthly calling targets. 
• Achieve required lead qualification and counselling appointment targets. 
• Maintain expected call quality and productivity levels. 
• Meet monthly KPIs related to student engagement and conversion. 
• Attend performance reviews and coaching sessions. 
• Implement feedback received from the Team Lead or Reporting Manager. 
• Continuously improve communication, follow-up, and conversion skills. 

11. Reporting 

• Prepare and update daily, weekly, and monthly performance reports. 
• Track: 
• Calls completed 
• Students contacted 
• Follow-ups completed 
• Qualified leads 
• Counselling appointments 
• Walk-ins 
• No-response cases 
• Pending follow-ups 
• Counselling attendance 
• Conversions 
• Ensure reports are accurate and submitted within the defined timelines. 
• Highlight major lead issues or pending cases to the Reporting Manager. 

12. Training & Knowledge Updates 

• Attend regular product, destination, university, and process training sessions. 
• Stay updated on overseas education trends and basic admission requirements. 
• Stay informed about current intakes, new programs, and important university updates. 
• Improve knowledge of study destinations and general visa-process information. 
• Attend calling, communication, objection-handling, and conversion training sessions. 
• Apply new learning during student interactions. 

13. Compliance & Professional Conduct 

• Follow company policies, SOPs, attendance rules, calling guidelines, and reporting timelines. 
• Maintain confidentiality of student and company information. 
• Use approved communication channels and processes. 
• Maintain professional behaviour during calls and internal coordination. 
• Ensure honest and accurate communication with students. 
• Follow instructions provided by the Team Lead, Reporting Manager, and Management. 

Key Performance Indicators (KPIs) 

The Student Support Officer will be evaluated based on: 

• Daily call productivity 
• Student contact rate 
• Follow-up completion rate 
• Number of qualified leads 
• Lead-to-qualified-lead conversion 
• Counselling appointments generated 
• Walk-ins generated 
• Counselling attendance rate 
• No-response lead recovery 
• Lead follow-up turnaround time 
• CRM/data accuracy 
• Call quality 
• Student response time 
• Monthly target achievement 
• Counselling contribution 
• Admission and enrolment contribution 
• Reporting accuracy and timeliness 
• Attendance and process compliance 
• Overall productivity and conversion performance