Agent Assist Overview and Best Practices

<p>There are dedicated AA lines for different departments (C)</p> Signup and view all the answers

<p>Seek help from the specialty queue (C)</p> Signup and view all the answers

<p>To escalate calls to higher authority (C), To transfer requests to other departments (D)</p> Signup and view all the answers

<p>Understand the issue thoroughly (A)</p> Signup and view all the answers

<p>Utilize keyword searching (D)</p> Signup and view all the answers

<p>Ask probing questions (A)</p> Signup and view all the answers

<p>Personal intuition (A)</p> Signup and view all the answers

<p>Updating wires (B)</p> Signup and view all the answers

<p>SoFi Checking and Savings Homepage (D)</p> Signup and view all the answers

<p>Clarify the member's concerns with follow-up questions (C)</p> Signup and view all the answers

A dedicated phone line for SoFi agents seeking help with customer interactions.

Used by agents who have exhausted all other resources to resolve a customer issue.

The Agent Assist line provides guidance on procedures, tips on interactions, and connects agents with a knowledgeable resource.

The Agent Assist line is not a replacement for specialized queues, escalations, or reaching out to another department.

There are separate Agent Assist lines for credit card and banking departments.

This is a request to a more experienced team member to handle a specific task.

These are tasks that require specialized knowledge and handling, often involving sensitive information or specific procedures.

This practice involves transferring a member's request to an agent with more experience, hoping for a more efficient resolution.

This is the process of thoroughly investigating a member's issue to understand its root cause.

This is a curated knowledge base offering valuable information about various topics.

This is a collection of frequently asked questions with detailed answers designed to provide self-service support.

This platform enables real-time collaboration and communication within a team.

This involves using specific keywords to search for relevant information quickly.