Horry Georgetown Technical College

Background

Horry Georgetown Technical College, estimated to have started working with FA Solutions in 2017, faced challenges with their third-party call center for financial aid inquiries. Despite the substantial number of incoming calls, the call center could only address the most basic questions, escalating around 40-50% of calls back to the school. This caused frustration for both students and staff, leading to inefficiencies and an increased backlog of work.

Solution

FA Solutions provided a team of trained professionals familiar with financial aid and the specific requirements of Horry Georgetown Technical College. This team acted as an extension of the institution, integrating seamlessly with the college’s culture. As a result, the escalation rate dropped to approximately 10%.

Implementation Time

Approximately eight weeks.

Outcome & Benefits

• The majority of student inquiries were resolved on the first call.
• Only 10% of calls required escalation compared to the previous 50%.
• Reduced burden on the financial aid staff, improving both efficiency and student satisfaction.
• Ongoing relationship since 2017, including outbound calling campaigns to support students in completing financial aid processes more efficiently.