Howard University

Background

Howard University initially worked with another call center company, which lacked experienced financial aid professionals. This resulted in approximately 500 daily escalations back to the school and a transactional billing method that led to inefficiencies.

Solution

Referred by EAB, FA Solutions implemented emergency services immediately, followed by a long-term service plan over four to five months. Their billing model incentivized efficiency.

Implementation Time

• Emergency services: Immediate.
• Long-term solution: 4-5 months.
  

Outcome & Benefits

• Reduced escalations significantly.
• Provided cost-effective and efficient financial aid call center services.
• Currently expanding services to include financial aid processing and packaging support.