Who is permitted to return phone calls or emails received from a referred individual?

The most appropriate answer in this scenario is agents. Agents are typically trained and authorized to handle inquiries from individuals who have been referred to them. They possess the necessary knowledge and skills to address questions, provide information about products or services, and assist in processing referrals. This helps ensure that referred individuals receive accurate and timely information tailored to their needs, which can lead to higher satisfaction and better customer service experiences.

Customer service representatives, while also trained to assist with inquiries, may not always have the specific financial incentive or detailed product knowledge that agents have, which is crucial when dealing with referred individuals. Marketing teams generally focus on promotion and outreach rather than direct engagement with individual inquiries, while managers typically handle oversight and strategic decisions rather than routine communications. Thus, agents are the best fit for this role as they directly engage with referred individuals, fostering a connection and facilitating the next steps in the customer journey.