RTA Tips

If the applicant’s account is in Pending status and there is an optional state agency involved in the approval process, apart from informing the applicant about the state agency’s approval timeframe, agents should inform that applicants can also submit proofs, which may help to speed up the approval process:

Your account status is Pending. To get the account approved, you can wait for the State Agency approval, which may take up to XXXX days. If you want to speed up the approval process, you can submit proofs by your own, such as a copy of XXX…

If you have to provide the correct address format to the applicant, do not put a period at the end of it, no matter if it is at the end of the sentence:

Incorrect: In address line 1, introduce the address like this: 123 EXAMPLE ST.

Correct: In address line 1, introduce the address like this: 123 EXAMPLE ST

Do not provide information related to the survey unless customers have already stated that they do not need further assistance. If you provide survey information before offering additional help and without waiting for the customer’s response, it will be considered as an incorrect procedure.

Before making the opening and offering help to customers, RTA agents need to check that the customer has not provided any piece of information previously. It may happen that the customer states the main concern (e.g. check account status) and, afterwards, the RTA agent makes the opening and asks the customer about the concern, which has already been presented. In other words, agents will have to pay attention and check if the customer provided information before they provide the opening:

Whenever presenting the different proof submission methods, do not forget to always present the upload option first. If the customer declines, then the rest of the methods will have to be presented for the customer to choose the most convenient one:

Agent: To get the account approved, you need to submit qualification proofs. The fastest option is to upload proofs on the Safelink website. Would you like to do that?

Customer: I’m not very computer savvy. Are there other ways to submit proofs?

Agent: Sure, we have other submission methods available. You can either send proofs through email, fax, MMS or regular mail. Which one do you prefer?

When customers are having issues introducing the address, agents should verify the address with them before offering a solution.

Customer: The website states that my address is invalid.

Agent: I’m sorry to hear that. Let’s verify your address. As I can see here, the address that you introduced is 123 Fake St, is that correct?

Customer: Yes. That’s right.

Agent: Is there any apartment number?

Customer: Yes, apartment 2.

Agent: In that case, please introduce your address in line 1 with the following format: 123 Fake St apt 2.

Do not mention any other Lifeline providers by their name:

Incorrect: So you are receiving a Lifeline discount from XXX?

Correct: So you are receiving a Lifeline discount from another provider?

Whenever customers mention that they have sent proofs through MMS, RTA agents must check if the proof was received instead of providing the up to 48 hours timeframe at once. The timeframe must only be provided once the RTA verifies that the proofs submitted by the customer have not been received.

Every time a State Agency does not have a specific timeframe, agents should ask customers to check the account status online from time to time.

Respect the timeframes provided. If an agent provides a 2 minutes hold time at the beginning of the assistance, that timeframe should be respected. The same happens when agents need to look up for the customer’s proofs on the backoffice tool or the account status in the enrollment. If the RTA agent needs to take more than 3 minutes to verify the information, that agent should go back to the assistance window every three minutes to inform the customer that the information is still being reviewed.

Agents should not request the customer’s EID number if it is already in the Info Message section: