Subject: BBB Complaint - IMP
From: Subir Chakma <[email-masked]>
To: Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, "Obaidullah B. Abu Baker" <[email-masked]>, "Md. Hasanuzzaman" <[email-masked]>, Sanjeev Khurma <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil
Cc: admin <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Fri, 29 Aug 2014 19:38:52 +0530 (IST)

LTK1221601629361X-  7 th August 
Customer requested to speak to a supervisor, but the agent advised that the supervisor is on leave? 

The cx provided his telephone number, the CS agent confirmed that someone will call him shortly, but the ticket was not even escalated to L2. 

As you can imagine, it is quite unprofessional to advise a customer that the person in charge is on holidays. Even worse, to promise a call back and no one calls back 

The customer has raised a BBB complaint. Can we please make sure that such cases are handled correctly and all agents have a point of escalation? 

Regard, 
Katerina 

Regard, 
Katerina 

ISSUES: 

- Why above ticket is not escalated to L2? 

- When a Cx request manager/supervisor, it must be escalated to L2. 

- If Cx insist for supervisor/manager, but both Me/Akhil is not available, advise Cx to transfer case to senior agent available in shift (Sanjay, Gelna, Kaeiara, A mandeep.. ). 

- If manager/supervisor, it is not professional to say that he is on leave. It does not make sense at all. You can say that he is not available now. Escalate. 

- If a case is over delayed, or complicated for you to resolve it, you must discuss such issues with L2. 

Regards 
Subir