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Published on: 3/29/2007
Last Visited: 3/29/2007
Becky Wilson of Texas Tech defends the use of outside operators. (David Bowser for The New York Times)
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Becky Wilson, director of financial aid at Texas Tech, defended the practice of routing student financial aid questions to Nelnet and said that the university was ,trying to make the aid process as seamless as possible for students, so they do not have to deal with multiple people.She said that if call center workers identified themselves as Nelnet employees it would cause confusion and added that the university also uses ,secret shoppers.,
Students who call with questions that are too specific or complicated get called back from financial aid administrators at the school, she said.She said the university expects to pay Nelnet $200,000 or more this year for handling about 99,000 calls to its financial aid office and 99,000 more calls to its business office.