AECC reaches 8 in 10 student enquiries with one voice agent.

Introduction

AECC counsels students on studying abroad and runs applications end to end. Performance campaigns create a constant stream of explicit callback requests, with intake deadlines concentrating demand into short, heavy spikes. AECC's team already managed enquiries and bookings; the missing layer was everything required to get a student to a counselling session.

Challenge

Manual calling left reach, retries, and visibility to chance. The old process could not work the full list, choose a better hour for the next attempt, or clearly show what had already been tried.

• Every call was placed by hand

  Coverage was capped by the hours the appointments team had available, leaving a large part of each list untouched.

• No retry system

  Students who missed the first attempt were often perfectly reachable later, but nothing decided the next useful day or hour.

• Requested callbacks slipped

  The one time a student had already agreed to speak could be lost because a manual reminder did not turn into a call.

• No live view of coverage

  AECC could see who booked, but not who had been tried twice, missed, or still needed an attempt.

Approach

Priya - the outbound agent closes the loop around AECC's existing booking system. The outbound counselling agent qualifies country, intake, and course interest; handles common objections; and asks for the appointment. The orchestration around the call is what closes the operational gaps.

• Every enquiry gets dialed

  Coverage now follows the size of the incoming list rather than the number of spare hours on the team.

• Retries become configuration

  Attempt count, spacing, and stopping rules are set once, with unanswered students re-queued into windows that actually pick up.

• Callbacks land when promised

  A requested callback is placed at the student's chosen time without anyone maintaining a separate reminder list.

• A live dashboard over every call

  Coverage, pickup, retries, captured fields, and outcomes update as each conversation ends.

Results

The untouched list became a visible, managed queue. Eight in ten students are now reached. Six in ten connect within two attempts and the rest move through automatic retries. A list of a few hundred students is worked in under an hour, and finding who has not yet been spoken to is now a query rather than an investigation.