Over the past fiscal year, our Title IV and Alternative Loan servicing centers responded to over 4 million telephone calls which route through our Voice Response Unit. Busy signals remain at an amazing 0%.
- The annual average speed of answer for calls offered to a live agent is 40 seconds.
- Forms processing averages roughly 5 business days.
- Email is responded to within 2 business days.
Quality of customer care is of utmost importance to us, which is why we are especially proud of the 97% approval rating our Loan Operations center received from our customers in surveys focusing on professionalism, courteousness, willingness to help, and depth of knowledge. As a result of our quality customer care in the servicing centers and over the Internet, delinquency and default rates have decreased and student borrowers are maintaining better credit.