Subject: Re: Team India interfering with ECC/ Tier 3 cases
From: Virat Joshi <[email-masked]>
To: Brian Sexton <[email-masked]>, Urvika Chaudhary <[email-masked]>
Date: Tue, 31 Jul 2018 12:44:12 +0000

Hi Brian ,

I will advise all the agents on the floor of this and make sure they are aware while dealing with cases with the below mentioned agents notes in case history.  For my understanding : Should ECC not keep these cases on follow up and not wrap up with notes instead . Sending these cases back to the queue might lead to such confusion.

We will ensure no agent from India does this again - still just a question . Thanks

________________________________
From: Brian Sexton <[email-masked]>
Sent: 31 July 2018 17:56:18
To: Virat Joshi; Urvika Chaudhary
Subject: FW: Team India interfering with ECC/ Tier 3 cases

Hi Viraat, Urvika,

Can you inform the team to be mindful of the below?

Basically they are saying IN agents are receiving ECC cases and not reading the case history. They are sending blurbs to the customer even though it may be a long and complicated case. They must make sure that they read all the CIAN notes especially taking care to read the CIAN notes from the ECC agents:

Ana Ribeiro, Edson Batista, Lincoln Lohan, Kaela Dunne, Kimberley Smith, Pamela Meade

Please let me know when this has been communicated to the floor.

Kind regards,

Brian

From: Michelle Gubbins
Sent: 31 July 2018 11:09
To: Brian Sexton <[email-masked]>
Cc: David Lee <[email-masked]>; Edson Batista <[email-masked]>; Ana Ribeiro <[email-masked]>; Lincoln Lohan <[email-masked]>
Subject: Team India interfering with ECC/ Tier 3 cases

Hi Brian,

Would you mind letting Team India agents know that they really need to pay attention to CIAN notes left by other agents, especially from ECC and Tier 3 agents.

It has been advised to me that the Tier 3 agents are trying to resolve long complicated cases and when the customers emails back in, Team India are receiving the case and sending blurbs that sometimes do not help the situation.

When ECC/ T3 agents take the case on for themselves, they will leave a CIAN note advising to be contacted when the customer comes back ,or telling other agents not to respond to the customer etc.

Could the Team Indian agents please be reminded of this again as one wrong blurb can really mess up a long, ongoing case that ECC/ Tier 3 agents are trying to resolve.

Indian agents should pay attention to the names Ana Ribeiro, Edson Batista, Lincoln Lohan, Kaela Dunne, Kimberley Smith and Pamela Meade in particular.

Thanks!

Michelle