session 25 cod customer service. 1 customer service agenda -customer service overview -statistics...
DESCRIPTION
2 Customer Service Overview Calls routed by your school or vendor code to assigned teams Teams are currently structured by process Direct Loan and Pell schools Pell only schools Full Participants (includes vendors coding FP version) Pell only schools with 3 rd party servicer Pell/Direct Loan schools with 3 rd party servicerTRANSCRIPT
Session 25
COD Customer Service
2
Customer Service
Agenda- Customer Service Overview- Statistics- Current Initiatives- COD Issues
3
Customer Service Overview
Calls routed by your school or vendor code to assigned teams
Teams are currently structured by process• Direct Loan and Pell schools• Pell only schools• Full Participants (includes vendors coding FP
version)• Pell only schools with 3rd party servicer• Pell/Direct Loan schools with 3rd party servicer
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Behind the Scenes
Calls are tracked on the COD system. Issues are opened if school representative can not
resolve the issue during the phone call. Other resources are engaged to resolve the issue:
• Support Specialists• Business Analysts• Technical Support Specialists
Customer Service will provide updates on a regular basis.
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Communication Methods
COD Web Site Postings COD Daily Processing Updates P-Messages (for Pell related issues) Direct Loan Bulletins E-mail via [email protected] Outreach campaigns (when necessary)
COD Customer ServiceStatistics
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COD Inbound/Outbound Calls
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
18,000
20,000
Cal
l Vol
ume
Inbound 2,897 3,936 6,045 7,943 8,304 8,350
Outbound 4,479 4,892 9,304 15,626 17,240 19,395
May June July August September October November December
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Average Speed of Answer (ASA)
0:00
0:01
0:02
0:04
0:05
0:07
0:08
0:10
0:11
0:12
0:14
Seco
nds
Average Speed of Answer (ASA)ASA 0:12 0:13 0:14 0:13 0:09 0:07
May June July August September October November December
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Average Talk Times
0:00
1:12
2:24
3:36
4:48
6:00
Min
utes
Talk TimeAvg. Talk Time 5:42 4:30 4:32 4:49 5:21 5:08
May June July August September October November December
10
Source of Calls
8%4%
2% 2%1%
83%
Schools
Students/Borrowers
LOC (DL)
3rd Party
Parent of Student
CPS
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Web User Requests
0
200
400
600
800
1,000
1,200
1,400
1,600
1,800
2,000
2,200
Web Users 1,094 1,435 1,690 1,833 2,002 2,197
May June July August September October November December
• There are currently 21 Third Party Users •
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Current Initiatives
More direct access to Primary Rep Reduce need to transfer to LOC regarding
Promissory Note issues Recurrent training developed for CSRs Training of Support Specialist Team
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Current Initiatives
School Testing: Common Record Manual Verification – February 2003 Structured Application Testing – Mar. 2003 – Sept. 2003 School Testing Guides available on IFAP beginning in
January 2003 and sign up sheet Software Vendors supporting Common Record are
encouraged to test Full Participant Schools that use their own software
product are encouraged to test with COD Schools are encouraged to talk to their vendor about test
plans and testing results
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Current InitiativesCOD Support: Buddy system to share lessons learned Revamp current FAQ process to ensure more dynamic
information bringing attention to NEW postings Evaluate List Serves/Bulletin Boards to introduce a virtual
COD Community for schools and vendors to post questions, concerns and feedback on COD 2003/2004
Have an onsite team to provide technical support for XML, COD processing and School Testing.
Utilization of Area Code Routing to get you to your representative eliminating the need to input school I.D. in the Voice Response Unit.
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Top Issues
Pell Year to Date Promissory Notes System Edits
- 024- 039- 994/996- 074- 824/827
Funding
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How do I become a COD Full Participant?
Schools must register with COD to become a Full Participant in Award Year 2003-2004
To register, contact COD School Relations- Email [email protected]
• Indicate “2003-2004 Full Participant” in Subject Line- Call COD School Relations
• Select Award Year 2002-2003 and express interest to COD CSR
All EDExpress Users must register as Full Participants for 2003-2004
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How do I obtain access to the COD Web Site?
Submit a Security Administrator Request Letter on school or corporate letterhead- Security Administrator is responsible for setting up additional
users at your institution- Reporting/Attending school relationships in COD will
automatically allow access to other school codes
Refer to announcements on IFAP for detailed instructions and mailing address- 6/3/02 - Updated: COD Website Access for Schools- 6/3/02 - COD Website Access for Vendors/3rd Party Servicers
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How do I contact COD Customer Service?
Email [email protected]
Call COD School Relations Center- 1-800-4-P-GRANT for Pell Grants- 1-800-848-0978 for Direct Loans- Enter Award Year 2002-2003
COD Web Site (www.cod.ed.gov)
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Where can I get more information?
IFAP Web Site (www.IFAP.ed.gov)- Common Origination and Disbursement page- Announcements and FAQs- COD Technical Reference
COD Web Site (www.cod.ed.gov)- Daily Processing Updates- School Funding and Processing Information
Contact COD Customer Service
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Other COD Sessions Session 21 – What’s New for Direct Loan Processing in
2003-2004? Session 22 – What’s New for Pell Grant
Processing in 2003-2004?
Session 23 – COD and Pell Grants: Updates to Edits and Record Layouts for 2003- 2004
Session 24 – COD and Direct Loan: Updates to Edits and Record Layouts for 2003- 2004
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Other COD Sessions
Session 25 – Meet the COD Customer Service Team and Get Answers to Your COD
Questions Session 26 – COD: Using the New Web Site Session 27 – COD Full Participants for 2003-2004 Session 28 – COD and Direct Loans: Balancing the Books Session 29 – COD, Pell, and Direct Loans:
Funding for Schools
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