A Day in the Life of a Customer Service

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© 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

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

Presenters

Presenter:



Carol Mowbray, Customer Experience
Manager


Vangent

2

© 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

© 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

© 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

© 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

© 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

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution




Federal Student Aid Information Call
Center (FSAIC)

FSAIC


Phoenix, AZ

8

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

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
-

AZ

Heidi
-

AZ

9

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution


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

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

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%

Questions

Jan

Feb

Mar

Apr

May

June

July

Aug

Sept

IVR Service

80.7%

79.1%

78.8%

79.4%

80.5%

80.4%

80.6%

80.8%

78.7%

CSR Service

88.2%

88.1%

87.4%

87.4%

88.1%

88.9%

89.1%

89.0%

88.1%

John Jackson, IA

11

© 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

12

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution



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

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

CSRs: Role and Responsibilities

Agenda


Typical Day’s
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

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

Customer Service Attribute

Examples

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

© 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

© 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

© 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

© 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

© 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

© 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
parent’s
information?

Yvette
-

AZ

21

© 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

© 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

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

Customer Service Recognition Program

Customer Service Program Activities


Incentives and Recognition


Program

Job
Whale
Done!

24

© 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.

Kevin’s 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

25

© 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

© 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

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

Customer Interactions

28

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

Sarah, KS

Questions or
Recommendations?

29

© 2009
Vangent
, Inc. All rights reserved. Not for Distribution

Presenter Information



Carol Mowbray

Carol.Mowbray@vangent.com

(o) 703.284.5633

(m) 571.289.3658




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