Improving student loan experiences one call at a time.
College Ave Student Loans is an online start-up that provides higher education loans across America. Being entirely online, the company needed to differentiate itself from day one with an industry-leading customer support experience.
As a new online-only start-up, Eric Chas, Head of Customer Operations, knew he had to build a reputation to stand out among other established private student loan providers. The company needed excellent support in all interactions with customers to create a lasting impression and build a trusted brand.
In 2015 College Ave engaged Advanced Call Center Technologies (ACT) to assist with contact center support. The company required highly motivated, expertly trained, and incentivized agents to represent its brand and product.
Read the complete case study to see how ACT went beyond white labeling, adapting and assimilating College Ave’s brand culture at the contact center agent level, and more.