Who is the Next Agent 99

Generate an image of a customer service representative at a desk, helping customers over the phone, with thought bubbles showing different scenarios and questions related to fraud and customer interactions in a lively office setting.

Next Agent 99 Challenge

Test your knowledge and skills in handling challenging customer scenarios with our Next Agent 99 Quiz! This interactive quiz is designed for those in customer service roles, focusing on real-world situations that require critical thinking and ethical decision-making.

What you can expect:

11 engaging questions
Multiple choice and text input formats
Instant feedback on your answers

11 Questions3 MinutesCreated by HelpingHand25

An elderly customer's son calls in to discuss their parent's application, on the notes you see they called before and were provided with information. What do you do?

Speak to them, they are already on the notes

Ask them to confirm the personal information of the applicant

Look to see if they are a preparer on the application, if not refuse to talk to them about the application.

Ask to speak to the applicant to authorize their son to know information about the application after you've verified information with the applicant.

Caller states they are victim of fraud and they need to speak with someone, what do you do?

Speak with the caller and let them know you can resolve their fraud case

Give them the fraud hotline number and add issue to roll up

Contact head of OIG to report the issue

Give caller the emails of those in the fraud department to contact then directly.

A caller is inquiring about their application from July, they are frustrated they have not been funded yet. You see that there is an "Agency Hold" on their account. What do you tell the caller?

I do apologize it is taking this long for you to receive funding. It appears the application is still under review.

Apologies for the delay, but it appears to be an agency hold on your account

I believe this is a fraud application, that is why you were not funded. Do you want the number to the fraud hotline?

All the above

Someone on your team has offended you, what do you do?

Inform your team lead of the issue

Offend them right back

Contact HR about the issue

Contact the head of SBA about the issue

You have been on the phone with a caller for 15 minutes and at this point the caller is taking so much of your time, asking you to pull up one application right after another, what do you do?

Continue to help the caller

Let the caller know you have other calls to take

Hang up

Make them feel uncomfortable so they would stop asking you to look up applications

Ask them to call back later to have her other applications looked at

You are not feeling well and need to take a sick leave, what do you do?

Nothing, go back to bed

Inform your team lead at the end of the day you were out

Inform your Team lead ASAP so they can submit a leave request for you

Send in your log in and pretend you have internet issues

Someone from the police department calls about a fraud application they are investigating, what do you do?

Submit the issue to your TL for escalation

Give the police officer information about the applicant

Tell the police officer you are not allowed to help them

All of the above

A non-covid caller is calling about an application regarding a natural disaster, what do you do?

Transfer them to field operations

Nothing, you only work on covid applications

Help them as much as possible before transfering them to field operations

Do not transfer to field operations, help them with their inquiry and applications, but if absolutely necessary transfer to field operations.

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Who is the Next Agent 99

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