Call Handling serves as the central reference for managing member calls accurately, professionally, and in line with MBA service standards. This section outlines how calls should flow, what to say at each stage, and how to correctly document outcomes, ensuring a consistent experience for members and reliable data for operations and reporting.
Within this page, agents will find clear guidance on Call Essentials, including the standard call flow and approved spiels; Call Disposition, which explains how and when to select the correct outcome; and Account Verification, detailing the required steps to confirm identity while maintaining compliance. Together, these resources support confident call management, reduce errors, and promote first-call resolution across all MBA programs.