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<p class="MsoNormal"><span style="color:#1F497D">Hi Tanisha,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">In my office at Purdue we do not record the calls but as the supervisor for the call center I do listen in on the student’s conversations for purposes of quality control, consistent messaging, and feedback during
their evaluations. I typically carve out a month or two and let the students know I’ll be listening in from time to time during that time period. It is quite amazing to listen how a caller sometimes treats a student and then immediately changes their tune
when connected to a professional staff person! If you have any questions how this process works for me feel free to reach out.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Best,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Todd<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="color:#4E4844">Todd Iler </span></b><b><span style="font-size:12.0pt;color:#4E4844"><o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#746C66">Senior Assistant Director of Admissions
</span><span style="font-size:10.0pt;color:#E3AE24">|</span><span style="font-size:10.0pt;color:#746C66"> Office of Admissions
</span><span style="font-size:10.0pt;color:#E3AE24">|</span><span style="font-size:10.0pt;color:#746C66"> Purdue University<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#746C66">475 Stadium Mall Drive
</span><span style="font-size:10.0pt;color:#E3AE24">|</span><span style="font-size:10.0pt;color:#746C66"> West Lafayette IN 47907<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:#746C66">765.494.1776 (phone)
</span><span style="font-size:10.0pt;color:#E3AE24">|</span><span style="font-size:10.0pt;color:#746C66"> 765.494.0544 (fax)<o:p></o:p></span></p>
<p class="MsoNormal"><u><span style="font-size:10.0pt;color:#746C66"><a href="mailto:tiler@purdue.edu"><span style="color:blue">tiler@purdue.edu</span></a></span></u><span style="font-size:10.0pt;color:#E3AE24"> |</span><span style="font-size:10.0pt;color:#746C66">
<a href="http://www.admissions.purdue.edu/"><span style="color:#746C66">www.admissions.purdue.edu</span></a><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:6.0pt;font-family:"Impact",sans-serif;color:#746C66"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Impact",sans-serif;color:#746C66">We are Purdue.
</span><span style="font-size:10.0pt;font-family:"Impact",sans-serif;color:#E3AE24">What we make moves the world forward.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Impact",sans-serif;color:#E3AE24"><o:p> </o:p></span></p>
<p class="MsoNormal"><a href="http://www.twitter.com/purdueadmission"><span style="color:#983738;text-decoration:none"><img border="0" width="38" height="38" id="Picture_x0020_1" src="cid:image002.png@01D3BBA7.1EC90760" alt="Description: Description: Description: twitter-icon"></span></a><a href="http://www.facebook.com/PurdueAdmissions"><span style="color:#983738;text-decoration:none"><img border="0" width="36" height="36" id="Picture_x0020_2" src="cid:image004.png@01D3BBA7.1EC90760" alt="Description: Description: Description: facebookCA8580YD"></span></a><span style="color:#1F497D"><o:p></o:p></span></p>
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<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b>From:</b> listserv [mailto:listserv-bounces@civsa.org] <b>
On Behalf Of </b>Parker, Ed<br>
<b>Sent:</b> Wednesday, March 14, 2018 2:31 PM<br>
<b>To:</b> listserv@civsa.org<br>
<b>Cc:</b> Rees, Timothy Edward (Admissions (UG & Grad)) <trees@liberty.edu><br>
<b>Subject:</b> Re: [civsa] Recording Phone Conversations<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="color:#1F497D">The Admissions team at Liberty University utilizes technology to ensure best customer service practices. Tim Rees, Director of Resident Undergraduate Admissions is available for questions concerning this item
and may be reached via phone or email. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Tim Rees<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">434-592-3054<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><a href="mailto:trees@liberty.edu">trees@liberty.edu</a>
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:8.5pt;font-family:"Arial",sans-serif;color:#0A254E">Ed Parker
</span></b><span style="font-size:8.5pt;font-family:"Arial",sans-serif;color:#0A254E"><br>
<i>Associate Director of the Visitors Center</i><br>
<b>Resident Enrollment </b><br>
<br>
<b>(434) 592-3775 </b><br>
<br>
<img border="0" width="156" height="50" id="_x0000_i1025" src="http://www.liberty.edu/media/1616/40themail/wordmark-for-email.jpg" alt="http://www.liberty.edu/media/1616/40themail/wordmark-for-email.jpg"><br>
<br>
</span><i><span style="font-size:8.5pt;font-family:"Times New Roman",serif;color:#990000">Liberty University | Training Champions for Christ since 1971</span></i><span style="font-size:8.5pt;font-family:"Arial",sans-serif;color:#0A254E">
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:8.5pt;font-family:"Arial",sans-serif;color:#0A254E"> </span><span style="color:#1F497D"><o:p></o:p></span></p>
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<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<div style="border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b>From:</b> listserv [<a href="mailto:listserv-bounces@civsa.org">mailto:listserv-bounces@civsa.org</a>]
<b>On Behalf Of </b>Edwards, Tia<br>
<b>Sent:</b> Wednesday, March 14, 2018 1:45 PM<br>
<b>To:</b> <a href="mailto:listserv@civsa.org">listserv@civsa.org</a><br>
<b>Subject:</b> [civsa] Recording Phone Conversations<o:p></o:p></p>
</div>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial",sans-serif">Greetings!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial",sans-serif">We are having a problem of conflicting stories from students who call into our front counter. I have received complaints about customer service, incorrect information and so
on, but our staff and student workforce say that the student was difficult or did not like the answer they were given. I have found that the truth is somewhere in the middle with each side being accurate in their account about 50% of the time.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial",sans-serif">I know that private companies record lines for “quality assurance and training purposes”, but do any of your institutions do this for your front counters or call centers? If
so, how has that worked for you? How often do you need to access a recording?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Arial",sans-serif">Thanks!<o:p></o:p></span></p>
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Garamond",serif"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Garamond",serif"><o:p> </o:p></span></p>
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Edwards, M.Ed.<b><br>
</b>Associate Director of Admissions, Campus Visit<b><br>
</b>University of Houston-Clear Lake<b><br>
</b>2700 Bay Area Blvd, Box 13 | Houston, TX 77058<b><br>
</b>281-283-2642 | <a href="mailto:edwardstia@uhcl.edu">edwardstia@uhcl.edu</a><br>
</span><b><span style="font-size:12.0pt;font-family:"Garamond",serif;color:#0091BA;position:relative;top:-1.0pt;mso-text-raise:1.0pt">The choice is clear.<br>
</span></b><span style="font-size:12.0pt;font-family:"Garamond",serif;color:black;position:relative;top:-1.0pt;mso-text-raise:1.0pt"><a href="http://www.uhcl.edu/admissions/events">http://www.uhcl.edu/admissions/events</a></span><b><span style="font-size:12.0pt;font-family:"Garamond",serif;position:relative;top:-1.0pt;mso-text-raise:1.0pt"><o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Garamond",serif;color:black">Upcoming Events:<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Garamond",serif;color:black"> <o:p></o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:12.0pt;font-family:"Garamond",serif;color:#00B050">Spring 2018 Open House</span></b><b><span style="font-size:12.0pt;font-family:"Garamond",serif"><o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Garamond",serif">Saturday, Mar. 24<sup>th</sup> | 12pm – 3pm<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Garamond",serif">Register at
<a href="https://na01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.uhcl.edu%2Fopen&data=02%7C01%7Cefparker%40liberty.edu%7C84338061299b4f550b2208d589d38b15%7Cbaf8218eb3024465a9934a39c97251b2%7C0%7C0%7C636566464025843607&sdata=C59tZUwl7rT5VmmEdHRbcFRdj7q9yEumnaN6QC6Pjrk%3D&reserved=0">
http://www.uhcl.edu/open</a> <o:p></o:p></span></p>
<p class="MsoNormal"><o:p> </o:p></p>
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