Agent Assist Overview and Best Practices

What does the AA in 'Agent Assist' stand for?

What is NOT a valid reason for using the Agent Assist line?

Who will agents be connected with when they use the Agent Assist line?

Which of the following statements is true regarding the Agent Assist line?

What should agents do if they encounter an issue outside the scope of the Agent Assist line?

What is one reason NOT to call Agent Assist?

Which of the following is an expectation before reaching out to Agent Assist?

What should an agent do when using the OKB, Help Center, or Slack to find resources?

Which practice is encouraged to understand a member's issue?

Which resource could NOT be utilized by agents to exhaust all resources before calling Agent Assist?

Which task is associated with the MET Speciality Queue?

What is an expected resource for agents to utilize in resolving issues?

Which of the following actions is considered a best practice in handling customer inquiries?

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.

This quiz provides a comprehensive overview of the Agent Assist (AA) support line, including its purposes, appropriate usage, and best practices for members. It details when to call AA, expectations before making a call, and cautions against certain types of inquiries. Gain a better understanding of how to effectively navigate support resources.