Cost of Lost Phone Calls

As consumers, we all know how frustrating an unanswered enquiry can be, but do you realise the financial implications for your business?

According to a recent study by the Harvard Business Review, 27% of digital leads are never contacted at all. With the average enrolment equating to $12,558 per year – each unanswered enquiry or phone call can cost providers thousands of dollars in revenue.

Layer on top of that the cost of advertising and marketing resources going to waste, and the real cost of an unanswered enquiry can become an enormously expensive exercise for providers.

That’s really where Enrolment Hub’s childcare management began’, says Founder Jane Monaghan, ‘we wanted to be able to utilise our years of experience refining the family enrolment journey to transform the enrolments process for childcare providers both big and small’.

How Enrolment Hub Helps

‘Many early learning providers come to us after feeling frustrated when they realise their phone and website enquiries aren’t being answered’, said Enrolment Hub Managing Director Jane Monaghan. ‘When we then explain the actual financial cost of each unanswered enquiry and the fact that Inbound calls convert 10-15 times higher than web leads, the numbers can be quite shocking and devastating’.

‘With Service Managers being pulled in more directions than ever before due to increasing regulations and requirements on their time – it’s no wonder that responding to enquiries, pushing service tours, driving loyalty and confirming new enrolments generally takes a back seat’ says Tracey Daniel, Director at Enrolment Hub.

So, what’s the solution? Defining your customer journey and integrating processes that prompt and automate relationship management to ensure enquiries are answered and nurtured.

If that sounds a little overwhelming for your Service, it might be time to think outside the box and partner with a team that can alleviate these administration pressures from Service Managers and allow them to do what they do best – inspire their team, caring for children and ensuring the smooth running of the service.

More than that, it’s a change that could be very lucrative for bottom-line results. According to the Xplor Annual Childcare Report, services who use Administrators’ that have been working in the childcare sector for 20 years or more, report 8% higher occupancy rates than those with 10 years of less.

What the Enrolments Team Does

Enrolment Hub offers childcare providers their own fully resourced Enrolments Team, without the complexity of setting up (and managing) their own internal teams. With over 200 years of experience under their belt, their Enrolments Team will:

• Answer every call and enquiry you receive for your Service – no call will ever go unanswered
• Book all Service tours and follow up with each family
• Reduce the administration burden on your Service Managers, giving them more time to focus on the Service and team
• Strategically transition children throughout the year to accommodate waitlisted families – maximising your occupancy across the year
• Actively market your Service to the waitlist and continue to be in contact until they are ready to enrol
• Provide comprehensive weekly reporting on enquiries, tours, occupancy, phone telephony and much more to allow you to make the right decisions for your business

As sector oversupply continues to be an issue, it’s time to look ahead and define the processes and structure that will enable childcare businesses to thrive in an increasingly competitive sector. You can contact Jane Monaghan at janem@enrolmenthub.com or take a look at all of the childcare centre services we offer.

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