T3 Speed Dials- Communication Transport + ONLY (English) 2837

Agent to Agent Transfer
Version – 1.0
Version date – 23rd March 2022
Scope – All agent-to-agent transfers (ASC or Ticketing)

After vigorous findings from various escalations & call listening, we identified that there is an increase in invalid Agent-to-Agent Transfer. Agents have been found to violate EG policy and for reason not available on Agent Help. Example – Consult on fare rule etc.

Due to the above-mentioned reasons, we would like to reiterate that invalid Agent-to-Agent Transfers will not be tolerated. We have also made changes to our articles that in the past would contribute to driving such behavior. We trust the communication has been reinforced with all employees associated with EG process.

The only transfer that can/should happen via the Name Change speed dial are the Name change cases or misdirects as per policy on Agent Help. We would be tracking all warm/cold invalid agent to agent transfers and direct partners to take appropriate action from time to time.

We request all partners to solicit acknowledgement from all the agents (voice and chat) to ensure understanding and compliance to this EG directive. Please note the Expected completion date: - 31st March 2023. Request you to store a physical or electronic copy of the acknowledgement.


A red asterisk (*) indicates required questions.

  1. UID*


  1. Name: *


  1. I understand the expectations outlined around Agent-to-Agent transfer as per Agent Help and direction provided by EG to my leadership team.  *


  1. I acknowledge that I have received coaching around the scenarios that does and does not qualify for transfer to another agent.   *


  1. I also understand that should I have questions regarding Agent-to-Agent Transfer, I will consult with my immediate supervisor.  *


  1. Acknowledgment 
    *





Ana Marie Sanchez