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

4

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.

5

Communication Methods

COD Web Site Postings COD Daily Processing Updates P-Messages (for Pell related issues) Direct Loan Bulletins E-mail via CODSupport@afsa.com Outreach campaigns (when necessary)

COD Customer ServiceStatistics

7

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

8

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

9

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

11

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 •

12

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

13

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

14

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.

15

Top Issues

Pell Year to Date Promissory Notes System Edits

- 024- 039- 994/996- 074- 824/827

Funding

16

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 CODSupport@afsa.com

• 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

17

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

18

How do I contact COD Customer Service?

Email CODSupport@afsa.com

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)

19

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

20

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

21

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

22