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Students Loan Bureau Upgrades Communications Infrastructure To Curb Client Complaints

The Students Loan Bureau (SLB) has upgraded its interactive voice response system (IVR) to cut down on the lengthy wait times when applicants call in for information, and reduce the large volume of calls handled daily.

SLB Public Education and Public Relations Manager, Analisa Allen, says the agency is also upping its game on social media to address queries in real time.

"What we found is that, people weren't using it [the old IVR] much because the options were a little limited. So we looked at the frequently asked questions, the comments that people made on our social media pages and email and did an assessment on what are the things that people primarily seek when they call the SLB," Allen said.

Read full article on: The Jamaica Gleaner