Case Study: a network of colleges in Texas achieves faster financial aid support and higher efficiency with Harte Hanks

Network of Colleges in Texas cuts repeat calls 75% with Harte Hanks

A network of colleges in Texas faced a critical challenge during its peak financial aid season, receiving over 10,000 calls per month and struggling with service levels below 50%. This led to student frustration and the risk of them missing crucial educational opportunities. The colleges partnered with Harte Hanks to implement a contact center solution that could handle seasonal surges with accurate and empathetic support.

Harte Hanks deployed a dedicated, trained team and used proactive insights from call driver analysis to promote self-service and improve resolutions. This approach resulted in a dramatic increase in efficiency to 91.2% and a 75% decrease in repeat calls. The vendor handled over 80,000 calls, transforming the student experience by providing faster answers and reducing stress during a critical phase of their education.