HOW ACT EN COLLEGE AV SEAMLESS E
SPECIALIST INSIGHT
Eric Chas , Head of Customer Operation , College Ave
customers in finding the best college loan quickly and with ease .
Eric Chas , Head of Customer Operations , College Ave , speaks to us about why the organisation chose to deploy ACT ’ s solutions for its contact centre and how it has been able to deliver strong customer experiences for students across America .
When customer engagements are fleeting , organisations have a small window to create a lasting impression . As a bold online-only start-up taking on established private student loan providers , College Ave recognised the necessity of quality support in all interactions from the first days of its operations . It looked to Advanced Call Center Technologies for support . Years later , College Ave has carved out a niche , with its contact centre serving as a source of competitive advantage , underpinning its ambition to be America ’ s student loan provider of choice .
Based in Wilmington , Delaware , College Ave Student Loans specialises in helping students and families pay for higher education . The company prides itself on providing the best experience through a top-notch team dedicated to assisting
A challenging brief : Balancing brand ambassadorship with help desk
College Ave first engaged with ACT in 2015 as a start-up with a vision of putting the customer at the centre of its operations . It had firm views on contact centre agent requirements .
Eric Chas , Head of Customer Operations , College Ave , said : “ As the new kid on the block with a completely online business , the contact centre is a key customer engagement point and an opportunity to make a lasting impression . It also had implications for the caliber of the agent , so we wanted professionally mature people representing the brand and our
48 www . intelligentfin . tech