Campuses Turn to Remote Call Centers to Handle Flood of Calls

Campuses Turn to Remote Call Centers to Handle Flood of Calls 1

Julia Robinson for The Chronicle

Customer-service agents at the company Greenwood & Hall answer calls from students and parents for 35 colleges and universities, including from this call center, in Bryan, Tex. Some of the company's employees have visited the campuses they represent.

Adrienne T. Martin knows the ins and outs of Troy University. What happens if a new student can't make it to orientation? Ms. Martin has the answer. She can reset e-mail passwords, rattle off how much students can borrow for each year of college, and let hopeful applicants know when to expect those admissions decisions.

"Thank you for calling Troy University," Ms. Martin answers calls to its 800 number. "My name is Adrienne. How may I help you?"

What callers may not realize is