Agent Assist Overview and Best Practices

Agent Assist Overview

• Agent Assist (AA) is a support line for members who have exhausted other resources.
• AA is for members needing clarification on processes or procedures, or tips for completing interactions.
• AA connects members with knowledgeable, experienced agents to resolve issues or find resources.
• Separate AA lines exist for different departments (e.g., CC, Bank).

Reasons Not to Call AA

• Avoid calling AA for escalations, transfers, or requests involving specialty queues (e.g., wire transfers, SSN updates).
• Avoid calling AA if you can transfer to a more experienced agent.

Expectations Before Calling AA

• Before contacting AA, members should understand their issue thoroughly.
• Members should exhaust all available resources before calling AA (e.g., help center, online resources).
• Members should be prepared to discuss the resources they have already checked.

Best Practices for Utilizing AA

• Use specific keywords when searching resources in online help or internal communication channels (e.g., OKB, Help Center, Slack).
• Utilize probing questions to understand the root cause of a member's issue.
• Example issues: updated email, declined debit card, ACH reject.

What to Expect from an AA Interaction

• Provide your first and last name during the call (no nicknames).
• Be prepared to detail the research you've already conducted.
• Expect to check in with the member every 3 minutes if put on hold.