As schools and families experienced so many changes over the last several months, our TADS support teams were impacted as well. We saw major shifts in service volume from the start of the pandemic with little relief to follow.
As our customers know, TADS reaches out to families directly on their behalf regarding missing admission or financial aid documents, late tuition payments, fee collection and more. Our team of professionals not only meets the needs of your families, but also ensures schools have the information needed to operate efficiently.
We take pride in being that valuable extension of a school’s office. But as the family and school requests kept pouring in, we knew we had to do more. Over the last few months, we’ve been hard at work reviewing our needs and building the support system our customers need.
In the last few weeks, our schools and their families have seen some changes when calling or emailing our support team.
Improved wait times. Families calling TADS for assistance are getting the help they need at a fraction of the time experienced just a few months ago. So far, families who’ve called in the last few weeks only need to wait a matter of seconds before hearing a live voice on the other end. In fact, your parents who call TADS Family Support only need to wait 16 seconds currently!
Expanding teams. Our improved wait times and service levels are the direct result of a growing team of experts. We added four new Family Support Specialists to answer phone calls and are in the process of training four new advisors to answer family emails. Our school support team is growing as well – three additional and very knowledgeable team members have joined the TADS family, supporting our schools directly!
Convenient call-back options. For times when we are anticipating a 15-minute wait, families can choose to receive a call when they are next in queue. After all, our families have better things to do than wait on hold.
That’s not all, because there’s more work being done on the back end! We are making system updates to better track support outreach. This will allow us to better serve our schools and families in the near future.
We thank everyone for their patience as we adapted to such drastic changes in such a short amount of time. We are not done yet, so please continue to reach out if you have any questions or feedback. We’re listening!