SPECIALIST INSIGHT
ACT enables College Ave to deliver on our vision of best-in-class customer experience .
25 years of customer operations , I ’ ve never seen anything like it .
“ ACT is an extension of our business , which goes far beyond white labeling , which is too often done in name only , and instead adapted and assimilated our culture at the contact centre agent level . That ’ s very difficult to replicate .”
As time has passed , some things have changed , while others remain the same . College Ave ’ s burgeoning business has required more agents , with some differentiation in the services provided . An inbound contact centre supporting a singular product has evolved with introducing refinance and other solutions . From predominantly telephonic interactions , chat was introduced . For more complex interactions , email ticketing emerged along with agent workflows for more detailed interactions . At busy times , the number of agents can exceed 60 .
“ When contracting with ACT , you ’ re not just getting agent capital but a leadership team in a box ,” commented Chas . “ From supervisors and trainers to workforce management and development teams and even the executive team . We started with a blank sheet of paper , knowing what we wanted and the desired solution is exactly what ACT has delivered .”
Lasting value built on quality relationships
Chas said the relational aspect of the engagement stands out . “ I ’ ve flown to the Johnson City location dozens of times , meeting with software teams and designing the GUI interface for more effective agent interactions , developing a call attendant routing people to the agents with the right skill sets for specific issues , developing scripts and the training curriculum . I gave the requirements ; they came back with workable proposals . This is tremendously different from any other experience with a service provider .”
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