Intelligent CIO North America Issue 29 | Page 48

Eric Chas , Head of Customer Operations , College Ave , speaks to us about why the organization chose to deploy ACT ’ s solutions for its contact center and how it has been able to deliver strong customer experiences for students across America .

How ACT enabled College Av seamless experiences

Wilmington skyline , Delaware , North America

When customer engagements are fleeting , organizations have a small window to create a lasting impression . As a bold online-only company taking on established private student loan providers , College Ave recognized 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 center 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 specializes 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 customers in finding the best college loan quickly and with ease .
A challenging brief : Balancing brand ambassadorship with help desk
College Ave first engaged with ACT in 2015 as a startup with a vision of putting the customer at the center of its operations . It had firm views on contact center 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 center 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
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