Overview

Definition	
Super agent is an agent chain that has its own call center to process transactions on each agent location's behalf (called sub-agent).

Localization	
Super agents are located mainly in Europe, e.g. Poste Italiane in Italy and Cambios Sol in Spain.

Contact with Customers	
- Super agent's call center operators never have a direct contact with customers, therefore they will not be able to verify a customer's ID
​Do not ask super agents if they have seen the customer's ID, or to fill out a new form
- In case of any problems, a super agent will contact their sub-agent to verify if the customer is at the location, before calling the MGI call center

Agent Numbers	
- Super agent may provide multiple agent numbers (one agent number assigned to each branch), or may only use the main branch's agent number
- When a super agent calls our call center, they may be processing transactions for several of their sub-agents all at once, i.e. may change an agent number from one transaction to another, e.g.:
Super agent requests that you process two amends using the agent number "123456", and then a refund using the agent number "654321"
- Before processing an amend, each agent number given by the super agent must be verified by the business name, city and country

Other	
Some super agents have their own specific procedures and restrictions - check relevant Country Pages for details.

Process
When Super agent has one request, then:
- Choose appropriate case reasons for the request
- Verify the customer profile and attach it to the case

Super agent has multiple requests
- Open the case for each and every request
- Attach the customer profile after verifying it for each request

Super agent is not able to verify a required information
- Ask them to get all the required information and call back