Procedures for Handling Voter Requests to Speak with a Supervisor
In-House Agent Supervisor Takeover
If a voter requests to speak with a supervisor, the agent should politely respect the voter's wishes and flag down a manager. Before doing so, the agent should place the caller on mute.
Once the supervisor is on the line, they should introduce themselves as the Office Manager and ask how they can assist the voter. The supervisor should listen to the voter's complaint or situation without interrupting, then apologize for any inconvenience and try to de-escalate the situation.
After the call has ended, the supervisor should pull the agent aside and discuss the call. They should then reach out to NRPG to obtain the recording of the full call for coaching purposes.
Virtual Agent Supervisor Takeover
To take over a call for a virtual agent, the supervisor will need to utilize the dialer system. They should sign into the Supervisor Dialer at https://portal.vacd.biz/agentui/#/home using the username "CosMonitor" and password "123456".
Once signed in, the supervisor should click on STATUS - AGENT, find the name of the agent in question, and click on the human silhouette where it says "COACH". This will bring the supervisor, agent, and caller onto the line together.
The supervisor should make sure they have a headset or AirPods connected to handle the call. They should instruct the agent to remain silent for the duration of the call, then proceed with the takeover.
Once the call has concluded, the supervisor should have the agent sign out into training and discuss the call through Slack. The supervisor should then reach out to NRPG to obtain the recording of the full call, and email the recording and notes on the call to the agent for coaching purposes.