Call center dials dividends for college

Milligan College has gained money and students in the last two years and much of the credit goes to the call center that was launched in August 2003.

In the past year alone, applications are up 19 percent from the year before, alumni giving has increased from 27 to 35 percent participation and the annual phone-a-thon drew pledges of $120,000.

“For admissions, the call center has helped us identify those students who are most interested in Milligan, and in turn has helped increase the number of applications,” Vice President for Enrollment Management David Mee wrote in an e-mail.

The call center’s purpose is not only to raise funds but also to cultivate relationships with the college’s alumni and friends. According to the alumni relations office, annual giving is up to 35 percent.

The cost of operating the call center is underwritten by a grant from the Jesse Ball DuPont Fund received in spring 2003. 

“The only expense to the college is for work-study (for the student callers).  All the technology, furniture, came from the grant,” said Mee.

Marketing assistant and call center manager Autumn Hamby was hired in June 2003 and appointed to oversee the call center. She is in charge of all center student workers. The call center is also a source of jobs outside of Milligan’s work-study program. “Callers are not required to have work-study eligibility,” said Hamby.

To encourage student callers to reach their phone-a-thon goal, incentives such as weekly prizes and end of semester dinners, are offered.

“[The incentives] are very much appreciated. It’s nice having something extra to look forward to,” said Kelly Becker, a senior worker from Indianapolis.

During Hamby’s time at Milligan, her favorite part of managing the call center is the talented and devoted group of student callers she gets the chance to work with daily.

“I have enjoyed managing the call center,” said Hamby. “It is challenging, but it is very satisfying to see the positive impacts the call center has made at Milligan College.”

“We feel very blessed to have a call center and are grateful for the grant that allowed us to acquire this technology,” Mee said.  “Many colleges of Milligan’s size are still making mass phone calls using standard phones and printouts. ”