Posted Date: September 28, 2012

Author:  William Leith, Service Director, Program Management, Federal Student Aid

Subject: Call Center Operations Information - COD School Relations Center Phone System Changes and New Foreign School Number Effective October 1, 2012

In our ongoing effort to improve the customer experience when contacting the Common Origination and Disbursement (COD) School Relations Center, we will make some minor adjustments to our call center operations.

Beginning October 1, 2012, we will make the following two adjustments:

  • We will implement changes to the call center’s phone and Interactive Voice Response (IVR) system. At the beginning of each call, a school will be offered different menu options through the IVR system. With the update, schools will continue to be routed to their primary Customer Service Representative (CSR); however, there will no longer be an option to use direct dial numbers or leave voicemail for a specific CSR.

    Although the phone and IVR system will be updated, the toll-free phone number and the hours of operation for the COD School Relations Center will not change.

  • We will implement a new local toll phone number for foreign schools. The new number is 1-571-392-3737. Foreign schools should begin to use this new number on October 1, 2012. However, if the old number is dialed, the caller will hear a message providing the new number.

We appreciate your understanding as we complete the transition to the new phone and IVR system.

Contact Information

If you have questions about the information in this announcement, please contact the COD School Relations Center at 800/474-7268 for Grants or 800/848-0978 for Direct Loans. You may also e-mail CODSupport@acs-inc.com.

   

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