{"id":51620,"date":"2022-04-05T04:00:18","date_gmt":"2022-04-05T11:00:18","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?p=51620"},"modified":"2025-06-27T00:20:39","modified_gmt":"2025-06-27T07:20:39","slug":"streamline-financial-aid-services-with-contact-center-solutions","status":"publish","type":"post","link":"\/us\/en\/blog\/streamline-financial-aid-services-with-contact-center-solutions\/","title":{"rendered":"Streamline financial aid services with contact center solutions"},"content":{"rendered":"<p><b>Highlights<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The need for streamlined financial aid processes has never been greater than it is in the wake of the global health pandemic and the resulting Great Resignation and economic uncertainty.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">An all-in-one communications platform that includes contact center solutions can help your financial aid department streamline its processes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Taking proactive steps to modernize your communications is beneficial to both students and universities.<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">\ud83d\udc69\u200d\ud83c\udfeb \ud83d\udcbb \ud83d\udcda Which pandemic-induced educational trends will persist throughout 2022? Grab our guide to get the full story.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/trends_education_2022.pdf\" data-id=\"69d549b55c3cc\" id=\"69d549b55c3cc\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d549b55c3cc.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Find out now<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 \u200a We\u2019re edging closer to post-pandemic life, but some of the recent changes from 2020 are here to stay.<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div><input type=\"hidden\" name=\"Asset_ID__c\" value=\"ODAM-02401\" class=\"download-form-input\"><\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Learn more now\">Learn more now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d549b55c3cc.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<hr \/>\n<p><span style=\"font-weight: 400;\">In the wake of the global pandemic and its resultant economic uncertainties, streamlining access to financial aid has become a major priority. According to a <\/span><a href=\"https:\/\/www.discover.com\/student-loans\/college-planning\/for-parents\/financing-college\/parent-survey-2021\"><span style=\"font-weight: 400;\">recent Discover Student Loan survey<\/span><\/a><span style=\"font-weight: 400;\">, 63 percent of parents are worried about having enough money to help pay for their child\u2019s education, and 55 percent are worried their child is not receiving enough in financial aid.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The students are feeling the pressure as well, with 38 percent of parents reporting that paying for college is their child\u2019s top anxiety about attending college, followed closely by 30 percent reporting that applying for scholarships and aid is their child\u2019s top anxiety.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Higher education institutions can alleviate some of this stress by providing more student support in the financial aid department. However, more support does not necessarily mean that additional staff must be hired. Rather, colleges and universities can provide increased support by adopting modern, cloud-based contact center solutions to power their financial aid departments.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>How contact center solutions streamline financial aid<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">As a typical semester begins, the Financial Aid Department can easily become overwhelmed by high call volumes from students looking for guidance in completing requirements for financial aid. For colleges that are handling in-person appointments as well, financial aid staff may feel that they are constantly trying to shoehorn in returning urgent calls to students between appointments. It is not unusual for students to wait hours or even days for a return call.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s bad news for both students and administrators. Because many students and parents must choose which college to attend based on the availability of financial aid, the inability of a college to provide prompt support to students translates into fewer admissions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A cloud-based contact center solution can streamline support for students by:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enabling a campus to provide answers to frequently asked questions through interactive voice response (<a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\">IVR<\/a>) scripting.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing intelligent call routing to ensure students get to the right person to handle their issue on the first call.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing video conferencing capability to help students and staffers connect easily.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing self-service options to students for issues that do not actually require a financial aid staff member.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Providing detailed analytics that help administrators with workforce staffing and optimization<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">These are just some of the ways a well-designed contact center solution can help streamline student support in the Financial Aid Department. What can campuses do to make this happen?\u00a0<\/span><\/p>\n<h2><b>7 steps to streamlined communications for financial aid<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Take these steps to begin improving student support in your Financial Aid department:<\/span><\/p>\n<h3><b>1. Adopt mobile tech.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Smartphones are ubiquitous, especially on college campuses. According to <\/span><a href=\"https:\/\/www.verizon.com\/business\/small-business-essentials\/resources\/smartphone-college-students-infographic-153840365\/\"><span style=\"font-weight: 400;\">a Verizon study<\/span><\/a><span style=\"font-weight: 400;\">, 92 percent of college students use their smartphone during idle times at school or work, and 82 percent use it for school-related tasks. Over three quarters of college students reach for their phone first thing in the morning, and 72 percent use their smartphone right before falling asleep.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Considering the ever-present nature of smartphones in the daily lives of most college students, it makes sense for campuses to put financial aid information on mobile platforms to make filing for aid easier for students and staff members. As an added benefit, connecting platforms allows students or staff to pull information from FAFSA into university-specific applications automatically.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Students who have easier access to financial aid documents will have an easier time filling out applications. Streamlining the application process for tech-savvy students translates into more time for your staff to work with students who may need more personalized help. It\u2019s a win-win for students and administrators.<\/span><\/p>\n<h3><b>2. Use multiple communication channels.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Communication was once limited to in-person appointments,\u00a0 mail, telephone, and fax. Additional communication channels are available today, such as email, social, chat, SMS, mobile apps, and more.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To make it easy for students to access financial aid forms and information, look for a communications solution that allows secure contact via all these channels. That way, students can exercise their preferences, and no single channel will get congested.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">For example, RingCentral\u2019s comprehensive communications platform puts SMS, email, voice, chat, and contact center solutions all in one centralized place, making streamlined communications a cinch for students and staff.<\/span><\/p>\n<h3><b>3. Create comprehensive FAQ pages.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Students often come to the financial aid office with a set of common questions. With an all-in-one communications platform in place, students can quickly see if their question has an answer online rather than waiting on hold indefinitely or in line for an in-person meeting.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Because FAQ pages are so accessible, you can make them extremely in-depth. Consider writing reports for even obscure questions that very few students may have. An hour spent on this today can save many hours over the course of several years.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FAQ pages can be accessed in many ways. A user will often find them looking for answers on your website. But they may also receive a link from a friend or be directed to an FAQ page by an AI chatbot.<\/span><\/p>\n<h3><b>4. Pay attention to security.<\/b><\/h3>\n<p><a href=\"https:\/\/studentprivacy.ed.gov\"><span style=\"font-weight: 400;\">By law, schools must safeguard student information.<\/span><\/a><span style=\"font-weight: 400;\"> Financial aid information is very sensitive. It includes personally identifiable information, like:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Name<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Gender<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Birthdate<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Address<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Social security number<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Income (for both student and parent)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">With so much information moving around in cyberspace, there is an increased risk of a data breach. Be sure to only use reputable technology. Train your staff in proper security protocols, and help them to recognize possible cases of attempted social engineering.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keeping your communication channels clear and free from congestion will make them easier to manage and help you spot phishing before it\u2019s too late.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral provides state-of-the-art end-to-end encryption for secure communications. With seven layers of security and a HITRUST CSF Certification, RingCentral provides peace of mind for administrators and students alike.<\/span><\/p>\n<h3><b>5. Train staff on new technology.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Introducing any new technology properly includes training staff to integrate it into current workflows. A cloud-based communications platform and contact center solution allows your staff to handle student interactions via multiple communications channels. Work out policies for who will handle each channel and ensure each financial aid staffer understands how the system works.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The right choice of communications provider can make training simple. For example, after implementing RingCentral, <\/span><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/woodbury_university.html\"><span style=\"font-weight: 400;\">Eric Wang, Woodbury University\u2019s Vice President of IT and CIO<\/span><\/a><span style=\"font-weight: 400;\">, observed: \u201cThe RingCentral user interface is so well designed and intuitive. It was really easy for our staff to get up and running right away\u2026even though we were all new to the system, pretty much everyone was able to learn the system within minutes.\u201d<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-51622\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/03\/secure-communications.jpeg\" alt=\"Students and administrators making sure the computer system is safe at school.\" width=\"930\" height=\"621\" \/><\/p>\n<h3><b>6. Use AI chatbots.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Chatbots are particularly useful in domain-specific activities, like scheduling appointments and answering questions. AI chatbots can replace some of the routine queries your staff handles. While some students may feel comfortable reading an FAQ or signing up for an appointment on their own, others may prefer using a chatbot.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Chatbots free up staff time for more complex issues, ensuring that you are using your staff in the best way possible to support students who really need hands-on help.<\/span><\/p>\n<h3><b>7. Automate repetitive work.<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Filling out forms, copying data, and sending mass emails are all mechanical activities. The less time people spend doing them, the better. Consider using automated communication tools. These can send and track mass emails, texts, and voicemails. They can also collect and store responses to be handled at a more advantageous time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"rc-post-content-cta rc-post-content-cta_yellow\">\n<div class=\"rc-post-content-cta-columns\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t<img decoding=\"async\" width=\"930\" height=\"700\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2022\/01\/education-2022.png\" class=\"responsive-image\" alt=\"\" \/>\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"headline-copy\" style=\"text-align:left;\"><\/span><b>UP NEXT: 9 predictions for the education sector in 2022<\/b><span style=\"font-weight: 400;\"><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"rc-post-content-cta-footer\">\n<div class=\"bottom-cta-logo-container\">\n<div class=\"bottom-cta-logo\"><span aria-hidden=\"true\"><svg width=\"154\" height=\"34\" viewBox=\"0 0 154 34\" fill=\"#000\" role=\"img\" aria-labelledby=\"cta-ring-logo-748898194\" 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aria-labelledby=\"cta-ring-arrow-748898194\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\">\n\t\t\t\t\t<title id=\"cta-ring-arrow-748898194\">Ring Central Logo<\/title>\t\n\t\t\t\t\t<path d=\"M0 11.5C0 11.2239 0.223858 11 0.5 11H21.6797C21.9559 11 22.1797 11.2239 22.1797 11.5V12.5C22.1797 12.7761 21.9559 13 21.6797 13H0.5C0.223858 13 0 12.7761 0 12.5V11.5Z\" ><\/path>\n\t\t\t\t\t<path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M21.1718 12.0001L15.8086 6.63691C15.6134 6.44165 15.6134 6.12506 15.8086 5.9298L16.5157 5.22269C16.711 5.02743 17.0276 5.02743 17.2228 5.22269L23.6467 11.6465C23.8419 11.8418 23.8419 12.1584 23.6467 12.3536L17.2228 18.7775C17.0276 18.9727 16.711 18.9727 16.5157 18.7775L15.8086 18.0704C15.6134 17.8751 15.6134 17.5585 15.8086 17.3633L21.1718 12.0001Z\" ><\/path>\n\t\t\t\t<\/svg><\/span><\/a>\n\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<h2><b>Let RingCentral supercharge your financial aid communications<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">The financial aid process can provoke fear and intimidation. This may deter first-generation students, or students from underrepresented backgrounds. By streamlining your financial aid process, you can make it easier for everyone to go to college.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Make sure to reach students where they are. People communicate through many channels, so having a way of organizing your communications can help you support both your students and financial aid staff members.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RingCentral provides an all-in-one communications solution that includes telephony, video conferencing, messaging, and contact center capabilities. Designed for education, RingCentral is the go-to solution for digitally-forward campuses around the globe. <\/span><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/education-cloud-phone-systems.html\"><span style=\"font-weight: 400;\">Learn more by requesting a demo today.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights The need for streamlined financial aid processes has never been greater than it is in the wake of the global health pandemic and the resulting Great Resignation and economic uncertainty. An all-in-one communications platform that includes contact center solutions can help your financial aid department streamline its processes. Taking proactive steps to modernize your &#8230;<\/p>\n","protected":false},"author":1020,"featured_media":51621,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18755],"tags":[17077,5119,43256],"class_list":["post-51620","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-education","tag-contact-center-solutions","tag-education","tag-streamlined-communications"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Streamline financial aid services with contact center solutions | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Cloud-based contact center solutions can help streamline financial aid services for colleges and universities. 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