Overview
SLA utilizes a combination of an AltiGen PBX telephone system for communicating with clients and agencies and Siemens' Telephony Technology to manage inbound/outbound calls with borrowers. We utilize a full DS-3 fiber optic connection provided by Nuvox for data and long-distance call routing. A toll free 1.800 number is provided to encourage borrower and reference call in.
SLA utilizes the most advanced outbound/inbound platform available employing a sophisticated voice and data switching system. While SLA technology allows us to run in full predictive mode, we run in preview mode reserving a telephone service representative (TSR) prior to making the outbound call. Although SLA can make more calls in predictive mode, through time we have found the borrower's experience is better when a live human is immediately on the other end rather than waiting for the system to connect to a TSR.
The system is truly the "state-of-the-art" in outbound calling technology. SLA knows of no other company specializing in student loan management and default prevention that has made this type of investment in technological support.
Information Technology infrastructure and security are vital to our operations. At PEAC/SLA, we strive to stay on top of cutting edge technology to better assist our partners with increased data protection and reliability to perform outside of normal market business standards set today. PEAC/SLA supports a comprehensive infrastructure including predictive and preview dialer technology, in-house script delivery system, and data center which includes description of hardware and software utilized.
Use of the dialer and proprietary script delivery allows SLA to maximize bottom line results by providing repetitive dialing until contact with the borrower has been accomplished. The Call Center Manager can determine the calling frequencies and parameters for each call campaign. If these parameters do not produce results, the manager has the ability to alter them immediately. Our expertise in contact center management, along with the proven knowledge of the higher education community, makes SLA uniquely qualified to successfully support your default prevention initiative and to assist at-risk borrowers with their concerns.
Another critical consideration for our clients is the VMWARE virtualization technology we have implemented providing our clients with a state-of-the-art virtual fail-safe system with multi-location data stores. This provides business continuity, preservation, and protection of client data.