2009 Vangent, Inc. All rights reserved. Not for Distribution A
Day in the Life of a Customer Service Representative at the Federal
Student Aid Information Center (FSAIC) Tri-States DC-DE-MD ASFAA
November 8, 2011 1
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Presenters Presenter: Carol Mowbray, Customer Experience Manager
Vangent 2
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2009 Vangent, Inc. All rights reserved. Not for Distribution
About the Federal Student Aid Information Center Being a CSR Role,
Responsibilities and Responsiveness CSR Resources, Updates and
Incident Management Commitment to Quality FSAIC School Advisory
Group Questions Federal Student Aid Information Center FSAIC -
Arizona 3
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2009 Vangent, Inc. All rights reserved. Not for Distribution 20
million FAFSAs 2011-2012 Encourage FOTW/ PIN FAFSA Self-Service
Online Help Text Automated Self Services Federal Student Aid
Information Center 4
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Established through the HEA, the Federal Student Aid Information
Center (FSAIC) has primary responsibility for providing best in
business service for the Federal Student Aid programs to ensure
equal access to post-secondary educational opportunity for every
individual. Federal Student Aid Information Center 1-800-4-FED-AID
Jose - AZ 5
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Information about FSA programs FAFSA, PIN and SAR assistance
Information on student loan history Publication requests Contact
information for related entities (Default Resolution, Direct Loan
Servicing, etc.) Federal Student Aid Information Center Tasked to
provide timely and accurate information and services for inquiries
such as: 1-800-4-FED-AID Sarah - AZ 6
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2009 Vangent, Inc. All rights reserved. Not for Distribution
FSAIC Locations Coralville, IA Phoenix, AZ Lawrence, KS Load
balancing between three contact centers creates a single virtual
service center 7 Las Cruces, NM
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Federal Student Aid Information Call Center (FSAIC) FSAIC Phoenix,
AZ 8
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IVR Call Flow Callers have several options for voice-recognition,
self-service in English or Spanish Top Ten Questions Say FAQs
Application status, Request duplicate SAR. Assistance with
Corrections Say Application Status Assistance with PIN or FAFSA on
the Web Say Web Site Assistance Information on existing loans or
lender Say Loans Callers may transfer to a CSR for assistance at
any time Press 0 or Say Customer Service Heidi Live Chat - AZHeidi
- AZ 9
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Call Monitoring Peer monitoring Joint monitoring sessions with
staff, management, & client Calibration between contact centers
ensures consistency Call recording Our Commitment to Quality FSAIC
- Iowa 10
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FSAIC Customer Satisfaction Survey Survey ratings of 4 or greater
(on 5 point satisfaction scale): IVR : Standard is 79.0% Highest
week: July 17 at 83.0% Lowest week: October 9 at 76.9% CSR :
Standard is 86.5% Highest week: July 17 at 90.8% Lowest week:
October 9 at 83.4% QuestionsJanFebMarAprMayJuneJulyAugSept IVR
Service 80.7%79.1%78.8%79.4%80.5%80.4%80.6%80.8%78.7% CSR
Service88.2%88.1%87.4% 88.1%88.9%89.1%89.0%88.1% John Jackson, IA
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Voice of the Customer Professional Community Federal Student Aid
Vangent Team Voice of CSR Improving the Experience McKenzie, IA
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Engagement with Financial Aid Community FSAIC School Advisory Group
established in each FSAIC delivery location. Vangent delivered a
presentation on the FSAIC for the Iowa Association of Student
Financial Aid Administrators in November. We presented at the
Tribal College and University Training event in May 2011. FSAIC
CSRs at FSA Conference each year. November 30 - December 3, the
FSAIC supported the annual Federal Student Aid Conference in the PC
lab, providing demonstrations of the 2011- 2012 FAFSA. 13
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2009 Vangent, Inc. All rights reserved. Not for Distribution
CSRs: Role and Responsibilities Agenda Typical Days Activities CSR
Skill Set Call Structure Peaks and Valleys Top Ten Questions
Customer Focus Estrella Leija-Homewood Trainer/Lead Training
Specialist, Iowa June 2011 CSR Phoenix, Arizona 2003 FSA Conference
Support 14
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Customer Service AttributeExamples Phone and people skills Tone
Grammar Attitude Adherence to required procedures Standard greeting
Privacy Act Standard responses Problem solving skills and knowledge
Probing questions Clear resolutions Appropriate options General
call expectations Verify school year Verify address Create phone
log Customer Service Skills and Expectations 15
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Customer Service Representatives: Greet callers and assess their
needs Request identifiers to comply with the Privacy Act Use
resources to answer callers questions or refer them to the correct
entity Scripting for specific situations / topics Code the call and
leave historical logs End the calls with the appropriate closing
CSR Call Structure Kansas Rachel and Anna, Iowa, 16
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2009 Vangent, Inc. All rights reserved. Not for Distribution
FSAIC Peak Activity Spring and Summer Extended hours established
Peak volume forecast and staffing model established Increase FSAIC
seats and supervisor headcount New Hire training classes held in
all three FSAIC locations New cycle update training provided to all
FSAIC team members Specialized Customer Service Training College
Goal Sunday support in all sites Chelsea, IA 17
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Coralville, Iowa Lawrence, Kansas FSAIC Disaster Recovery Multi
Site Delivery Model Fair Weather Location (Phoenix, AZ) Broad
Employee Base for Rapid Hire / Training Redundant Infrastructure
for Failover / Continuity of Service Tested by Real World Events;
Midwest Blizzards & Iowa Floods 18
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2009 Vangent, Inc. All rights reserved. Not for Distribution
This just in from Phoenix! Dust storm of July 5, 2011. Looks scary,
but no harm, no disruption. 19
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Top Ten Customer Questions 1.Is my application on file? 2.I would
like my loan information. 3.How much financial aid will I receive?
4.How do I request a duplicate PIN? 5.My school has not received my
FAFSA, what do I do? 6.How can I add a school code to my form?
Kansas 20
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Top Ten Customer Questions 7.How do I get to my saved application?
8.Could you reset my password on my FAFSA? 9.How do I sign my FAFSA
application? 10.Why do I need my parents information? Yvette - AZ
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2009 Vangent, Inc. All rights reserved. Not for Distribution
CSRs: Resources and Recognition Agenda Staying current Training
QuickSource Updates Incentive and Recognition programs Phoenix, AZ
- Work Force Management Specialist May 2011 CSR 2009 & Lead
Supervisor 2010 FSA Conference Support Ron Townsend 22
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Our Commitment to Quality Train-the-trainer Initial employee
training Refresher training Annual update training Annual
in-service Supervisor training Emphasis on Training Arizona
Training Room 23
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Customer Service Recognition Program Customer Service Program
Activities Incentives and Recognition Program Job Whale Done!
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Incentives and Recognition Program Kevin was monitored by FSA
customer and received high praise for his outstanding service.
Kevins caller was homeless, and tried to get information at the
library but received poor service due to her appearance. FSA had
this to say: Kevin listened and was extremely patient with the
caller keeping the caller focused while offering words of
encouragement. Customer Service Award Winner Kevin Gilmer, Phoenix
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2009 Vangent, Inc. All rights reserved. Not for Distribution
FSAIC School Advisory Group The FSAIC School Advisory Group is a
forum of practicing financial aid administrators and educational
professionals who consider FSAIC policies, practices and
procedures. They advise FSAIC, and by extension, Federal Student
Aid, about programs, services and activities of the Federal Student
Aid Information Center Lawrence, KS Advisory Group Members and
Students 26
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2009 Vangent, Inc. All rights reserved. Not for Distribution
All school types are represented: 2- and 4- year publics, 4-year
privates, graduate, private-for-profit, college access and
awareness organizations, secondary counselors Face-to-face meetings
2 to 3 times each year Began June 2009 Composition 27
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Customer Interactions 28
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Sarah, KS Questions or Recommendations? 29
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2009 Vangent, Inc. All rights reserved. Not for Distribution
Presenter Information Carol Mowbray [email protected] (o)
703.284.5633 (m) 571.289.3658 30