Providing High-Volume, Multi-Channel Customer Contact Services for FSA

Topics:
E-government,
Performance Budgeting and Management
Tags:
Call Centers,
Customer Relationship Management (CRM),
Enterprise Software,
It Operations,
Marketing,
Pearson Government Solutions,
Product Marketing,
Software
Source:
Pearson Government Solutions

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Overview: The U.S. Department of Education's Office of Federal Student Aid (FSA) administers programs that disburse more than $70 billion in financial aid annually to help students pay for post-secondary education. FAS was challenged to reduce unit costs while expanding the services it provides and improving customer satisfaction. Pearson Government solutions designed and now it operates a state-of-art contact center environment for FSA under the Advance contract. The solutions have helped FSA reduce the operational costs.

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Format: PDF

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