Contacts

Transfer Procedures

 

Introduction and Objective

No matter how helpful you try to be with the members, there will be situations where you are not able to help, and need to transfer that member to someone else. 

 

AAA New York has set up an IVR to route callbacks to a separate line called the Cyber Agent number.  This means that you should not be taking calls from members who already have an outstanding call in D/2000.  Instead, you should transfer a callback to the History number: 1-866-270-2498.


Transfer Policy and Procedures

 

Member Situation

Action

Explanation

·         Member calls with problem, complaint or request for an exception.

·         Member calls specifically asking to speak to a supervisor

 

If necessary, transfer caller 1-866-270-2499

 

Supervisor Line

Message the supervisor and the chat room with the situation and ask for help.  The supervisor may just approve the exception.  Or, you may need to warm transfer the member.  If the supervisor accepts the transfer, explain to caller that you will transfer him or her.

1.    Callbacks

Transfer to 1-866-270-2498

 

History Line

Remember, if the member is calling back, this means AAA may not have provided service at the promised time.  Apologize that the member is still waiting.  Do not bring up the call.  Determine the breakdown area is in the territory, and advise the member to have the membership and call reference numbers handy.  Explain to the member that there is a special line set up to help callers whose service has not arrived, and that you will transfer them to it.

2.    New members or membership renewals

2.a  If member called wrong number

Give member the correct number

M-F 8-6 and Sa-Su 9-5

212-757-2000

315-797-5000

718-224-2222

516-746-7141

607-432-1875

914-948-4600

After hours, see #1

Ask the member his area code, and give out the appropriate number.  If it’s after hours, ask the member if he is willing to wait.  If not, you can follow the procedure for a member with a problem.

 

Call 1-866-270-2499 Supervisor Line

2b  If it is a road service call and member needs to join or renew

Transfer to1-866-270-2498

Counselor will handle membership arrangements and dispatching of service.

3.    Travel assistance

Give member the correct number

M-F 8-6 and Sa-Su 9-5

212-468-2600

315-797-5000

718-279-7272

516-873-5100

607-432-4512

914-286-4343

After hours, see #1

Ask the member his area code, and give out the appropriate number.  If it’s after hours, ask the member if he is willing to wait.  If not, you can follow the procedure for a member with a problem.

 

Call 1-866-270-2499 Supervisor Line

 

4.    Vehicle outside territory

If ACNY member is in another state call

1-866-375-3420

 

If 800 number, transfer the member to the club.  

5.    EDS or RAP call

Give out number:

EDS: 516-873-5120

 

Ask member to call the special dispatch number for their contract.  RAP numbers vary by contract.  Look them up in D/2000 in the Reference Manual.