When I was first employed as an admissions adviser at Kaplan University, I drank the Kool-Aid and was excited to be able to help change people’s lives and to make the salary promised. It was said it wasn’t based on your enrollments, but the more students you enroll, the more money you make. The tuition appeared expensive, $363 a credit hour compared to less than $100 at a Community College, but I figured you pay for convenience. I didn’t have a degree, so I enrolled into the University also.
The longer I was at Kaplan, the more disillusioned I became. “I don’t know where you think you are people” my supervisor Carlos would bark “this is a call center. These people don’t know what they want. They are procrastinators, we have to tell them what they need, and we have to make them enroll” It was not a fun environment to work in. Carlos was not as bad as my previous supervisor. She would literally take our team in a room and curse at us for about an hour. What were they usually yelling about? The team is not getting enough enrollments, not keeping the people on the phone long enough, not getting enough dials. What is your job; to smile and dial, if you don’t have a minimum of eighty dials per day, you miss your benchmarks… ” You must. call each telephone number in your ‘queue’ two or three times a day.
Once you make contact, the stress really begins. You are now on a clock of specific expectations. You have a certain amount of time to complete the interview, get an application, transfer them to the financial aid department to get funding, get them to pay their deposit and electronically sign their enrollment agreement. At any of these intervals, if your supervisor decides you are not moving your student fast enough, they will assign your student to someone they deem a better closer or someone they like better… Reassigning leads was an epidemic because of the “at the discretion of your admission director” quote which was thrown around whenever re-assigns were challenged. Favoritism was extensive. There have been many tears shed in the girl’s bathroom over re-assigns, some were mine.
Any given week there were 5 to 30 employees fired from Ingenuity Drive here in Orlando. All you needed was a couple bad cycles, which is eventually inevitable. On the day I was terminated, the security guard said my team alone had already let four people go that week. My circumstances were bizarre and too long to include in this content
Once separated, I still wanted to get my degree. I enrolled at Valencia Community College in Orlando Florida. My Math and English classes didn’t count as Math and English, but as electives. I had to take the Comprehensive Placement Test and start at Level 1 Math and English classes. What a waste. I was better off than most, only investing a couple of semesters.
I hope this helps others steer clear from Universities calling you several times a day. It is probably someone on the other end, stressed out with someone like Carlos breathing down their throat and they need you to enroll to make him stop.