What should a TeleAgent do if they do not know the answer to a member's inquiry?

If a TeleAgent encounters a member's inquiry that they do not know the answer to, the appropriate action is to inform the member that they will find the answer and follow up. This approach demonstrates professionalism and a commitment to providing accurate information. By acknowledging the gap in knowledge, the agent maintains transparency and builds trust with the member. Following up with the correct information ensures that the member receives comprehensive support and shows that their questions are valued, further enhancing the member's experience.

In contrast, making up an answer could lead to misinformation and damage the agent's credibility. Redirecting the member to a different department might be a valid strategy in certain situations, but it does not address the immediate concern and could leave the member feeling unheard. Ignoring the question entirely undermines the purpose of support and can lead to frustration for the member, which ultimately detracts from the service quality provided.