Subject: Lesmills Foreign language tickets/Calls
From: Deeksha Dadu <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Rahul Kumar LSM <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 30 Apr 2019 08:41:00 +0000

Hi all,

If there is a foreign language ticket or call you receive on lesmills, it needs to be answered by the respective language agent only. Don’t pick up the call and start talking in English and then pass it on to the language agent. Even if the customer speaks English, unless they show a clear preference to talk in English, the procedure is to communicate with them in their local language so don’t make outbound calls in English because the customer can speak English.

Languages we are supporting and their timings:

Germany- 7am to 7pm German time
Spanish- 7am to 7pm Spanish time
Russian- 7am to 7pm Moscow time
Portuguese- 1:30 pm to 10:30 pm India time
Japanese- 7am to 7pm Japanese time

If the language agent is in the office, you need to make sure that the call is answered by the language agent asap but in case  for any reason it takes time for the language agent to come or if that language agent is not in the office, you must coordinate with Ashish/Saurabh/ Virat to arrange a call back or get the ticket answered. Call back must be done with in 5 –10 minutes and tickets with SLA time.  Please make sure that SLA is never violated.

For Russian, coordination should be directly with Saurabh if the Russian agent is not in office.

If there is any issue, call Saurabh or me immediately to check what to do but don’t ever leave the ticket pending or let the call go unanswered.

Regards,
Deeksha