Return-Path: gaurav@lsmindia.com
Received: from lsmindia.com (LHLO lsmindia.com) (124.124.47.212) by
 lsmindia.com with LMTP; Thu, 10 Oct 2013 14:52:05 +0530 (IST)
Received: from lsmindia.com (lsmindia.com [124.124.47.212])
	by lsmindia.com (Postfix) with ESMTP id CF54A4CA249;
	Thu, 10 Oct 2013 14:52:04 +0530 (IST)
Date: Thu, 10 Oct 2013 14:52:04 +0530 (IST)
From: Gaurav Matpal <gaurav@lsmindia.com>
To: Akhil P Walia <akhil@lsmindia.com>
Cc: saurabh Kumar <saurabh@lsmindia.com>, 
	"M. ramananda Singh" <ramananda@lsmindia.com>, 
	Rahul Kumar <rahulkumar@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, 
	"Kim B. Protacio" <kim@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>
Message-ID: <15959466.14021381396924650.JavaMail.root@lsmindia.com>
In-Reply-To: <24611282.12171381364908777.JavaMail.root@lsmindia.com>
Subject: Re: Back to Basics?
MIME-Version: 1.0
Content-Type: multipart/alternative; 
	boundary="----=_Part_506_28117036.1381396924648"
X-Originating-IP: [122.180.72.44]
X-Mailer: Zimbra 5.0.14_GA_2850.UBUNTU8 (ZimbraWebClient - FF3.0 (Win)/5.0.14_GA_2850.UBUNTU8)

------=_Part_506_28117036.1381396924648
Content-Type: text/plain; charset=utf-8
Content-Transfer-Encoding: quoted-printable


Definitely Sir, I will look after Saurabh, and I am personally assisting hi=
m with all the Jurisdiction chats as well and I must say he is doing a good=
 job!=20

Thanks & regards,=20
Gaurav=20

----- Original Message -----=20
From: "Akhil P Walia" <akhil@lsmindia.com>=20
To: "saurabh Kumar" <saurabh@lsmindia.com>, "M. ramananda Singh" <ramananda=
@lsmindia.com>, "Rahul Kumar" <rahulkumar@lsmindia.com>, "Sanjay K. Sharma"=
 <sanjayk@lsmindia.com>, "Kim B. Protacio" <kim@lsmindia.com>, "Emelyn Duna=
n" <emelyn@lsmindia.com>, "Gaurav Matpal" <gaurav@lsmindia.com>, "Kachuirin=
 Vashi" <kachuirin@lsmindia.com>, "romesh singh" <romesh@lsmindia.com>=20
Sent: Thursday, October 10, 2013 5:58:28 AM GMT +05:30 Chennai, Kolkata, Mu=
mbai, New Delhi=20
Subject: Back to Basics?=20


Rama,=20

The long feedback below is actually reminder of very basic instructions. Wh=
at alternative questions can be asked when one of the primary security ques=
tion fails is part of EOT test assessment. Also, the word phrasing used in =
chat does not seem to show agent actually wants to assist, but more like a =
robot.=20

Saurabh needs refresher training on basics.=20
Please do not leave him alone on chats.=20
Gaurav: You need to ensure this when Rama has an off.=20

See feedback below.=20

Regards,=20
Akhil=20






Hi Akhil=20



Please can you give feedback to Stella on chat LTK11153016940891X, which wa=
s a simple forgot acc details query.=20



The player correctly gave his dob and sec answer, but gave a different addr=
ess.=20

Stella then asked the player =E2=80=9C Please try to remember your first li=
ne of home address.=E2=80=9D=20

I understand what Stella is trying to do here, but it is very poorly phrase=
d. The player lives at his house, of course he knows his address!=20



What Stella should have said is something like: =E2=80=9C we have a differe=
nt address registered, have you moved recently =E2=80=93 do you remember yo=
ur previous address?=E2=80=9D=20

This explains the situation clearly to the player, and hopefully will get t=
he correct information we need, instead of possibly insulting the player by=
 insinuating he doesn=E2=80=99t even know his own address.=20



Stella then went and asked the player when he last played, or last logged i=
n , to the month =E2=80=93 this was over 3 years ago, no one will remember =
that sort of exact detail to the month from 3 years ago.=20



If Stella had simply asked the player for his previous addresses, the chat =
could possibly have been finished in under 10 minutes, instead of taking 30=
 minutes without actually helping the player at all.=20





This seems to be a common problem that I notice with new agents over there =
=E2=80=93 there is often a general confusion about what to do if a player g=
ets one security question wrong, as well as a hesitancy to actually tell th=
e player one answer was wrong, and to ask him to have a another guess. Due =
to this, these chats often extend out for longer than necessary, so might b=
e something to be addressed in training of new agents.=20



If any security questions are wrong, the best alternative questions to ask =
are, in order:=20

- Last 4 digits of payment option (for cards and bank accounts etc)=20

- If the player can logon, what his real money balance is (not applicable i=
n this case)=20

- What payment option the player uses if not a card / bank acc=20

- Last game played, if player has played recently (not applicable in this c=
ase)=20

-=20

Only then should one go on to ask when he last played or opened the account=
 =E2=80=93 these are last ditch questions, as its very rare the player gets=
 it exactly right, and then judgement is needed whether players guess is cl=
ose enough to count.=20

Getting the player to mail us from his email address, as Stella did at the =
end, is a good option too.=20





Thanks=20

Russell=20




______________________________________________________________________=20
This email has been scanned by the Symantec Email Security.cloud service.=
=20
For more information please visit http://www.symanteccloud.com=20
______________________________________________________________________=20







=C3=A4 =E2=9C=8C h =E2=86=91 L=20


------=_Part_506_28117036.1381396924648
Content-Type: text/html; charset=utf-8
Content-Transfer-Encoding: quoted-printable

<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Times New Roman; font-size: 12pt; color: #000000'=
><br>Definitely Sir, I will look after Saurabh, and I am personally assisti=
ng him with all the Jurisdiction chats as well and I must say he is doing a=
 good job!<br><br>Thanks &amp; regards,<br>Gaurav <br><br>----- Original Me=
ssage -----<br>From: "Akhil P Walia" &lt;akhil@lsmindia.com&gt;<br>To: "sau=
rabh Kumar" &lt;saurabh@lsmindia.com&gt;, "M. ramananda Singh" &lt;ramanand=
a@lsmindia.com&gt;, "Rahul Kumar" &lt;rahulkumar@lsmindia.com&gt;, "Sanjay =
K. Sharma" &lt;sanjayk@lsmindia.com&gt;, "Kim B. Protacio" &lt;kim@lsmindia=
.com&gt;, "Emelyn Dunan" &lt;emelyn@lsmindia.com&gt;, "Gaurav Matpal" &lt;g=
aurav@lsmindia.com&gt;, "Kachuirin Vashi" &lt;kachuirin@lsmindia.com&gt;, "=
romesh singh" &lt;romesh@lsmindia.com&gt;<br>Sent: Thursday, October 10, 20=
13 5:58:28 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi<br>Subject: Ba=
ck to Basics?<br><br><br>Rama, <br><br>The long feedback below is actually =
reminder of very basic instructions. What alternative questions can be aske=
d when one of the primary security question fails is part of EOT test asses=
sment. Also, the word phrasing used in chat does not seem to show agent act=
ually wants to assist, but more like a robot. <br><br>Saurabh needs refresh=
er training on basics. <br>Please do not leave him alone on chats. <br>Gaur=
av: You need to ensure this when Rama has an off. <br><br>See feedback belo=
w. <br><br>Regards, <br>Akhil <br><br><br><br><br><br><br>Hi Akhil <br><br>=
<br><br>Please can you give feedback to Stella on chat LTK11153016940891X, =
which was a simple forgot acc details query. <br><br><br><br>The player cor=
rectly gave his dob and sec answer, but gave a different address. <br><br>S=
tella then asked the player =E2=80=9C Please try to remember your first lin=
e of home address.=E2=80=9D <br><br>I understand what Stella is trying to d=
o here, but it is very poorly phrased. The player lives at his house, of co=
urse he knows his address! <br><br><br><br>What Stella should have said is =
something like: =E2=80=9C we have a different address registered, have you =
moved recently =E2=80=93 do you remember your previous address?=E2=80=9D <b=
r><br>This explains the situation clearly to the player, and hopefully will=
 get the correct information we need, instead of possibly insulting the pla=
yer by insinuating he doesn=E2=80=99t even know his own address. <br><br><b=
r><br>Stella then went and asked the player when he last played, or last lo=
gged in , to the month =E2=80=93 this was over 3 years ago, no one will rem=
ember that sort of exact detail to the month from 3 years ago. <br><br><br>=
<br>If Stella had simply asked the player for his previous addresses, the c=
hat could possibly have been finished in under 10 minutes, instead of takin=
g 30 minutes without actually helping the player at all. <br><br><br><br><b=
r><br>This seems to be a common problem that I notice with new agents over =
there =E2=80=93 there is often a general confusion about what to do if a pl=
ayer gets one security question wrong, as well as a hesitancy to actually t=
ell the player one answer was wrong, and to ask him to have a another guess=
. Due to this, these chats often extend out for longer than necessary, so m=
ight be something to be addressed in training of new agents. <br><br><br><b=
r>If any security questions are wrong, the best alternative questions to as=
k are, in order: <br><br>- Last 4 digits of payment option (for cards and b=
ank accounts etc) <br><br>- If the player can logon, what his real money ba=
lance is (not applicable in this case) <br><br>- What payment option the pl=
ayer uses if not a card / bank acc <br><br>- Last game played, if player ha=
s played recently (not applicable in this case) <br><br>- <br><br>Only then=
 should one go on to ask when he last played or opened the account =E2=80=
=93 these are last ditch questions, as its very rare the player gets it exa=
ctly right, and then judgement is needed whether players guess is close eno=
ugh to count. <br><br>Getting the player to mail us from his email address,=
 as Stella did at the end, is a good option too. <br><br><br><br><br><br>Th=
anks <br><br>Russell <br><br><br><br><br>__________________________________=
____________________________________ <br>This email has been scanned by the=
 Symantec Email Security.cloud service. <br>For more information please vis=
it http://www.symanteccloud.com <br>_______________________________________=
_______________________________ <br><br><br><br><br><br><br><br>=C3=A4 =E2=
=9C=8C h =E2=86=91 L <br><br></div></body></html>
------=_Part_506_28117036.1381396924648--
