Subject: FW: TID17855535- Security Failed on Call
From: Brian Sexton <[email-masked]>
To: Charanjit Singh Sandhu <[email-masked]>, Virat Joshi <[email-masked]>, Urvika Chaudhary <[email-masked]>
Cc: Sinead Bartley <[email-masked]>
Date: Tue, 13 Nov 2018 16:36:51 +0000

Hi Charanjit,

Can you please review this with Sarthak.

He did not confirm that he was speaking to the account holder, you must only speak to the account holder unless the account holder tells you directly that you can speak to someone else while on the call with them.

@Virat Joshi<mailto:[email-masked]>@Urvika Chaudhary<mailto:[email-masked]> - please remind all agents that they must confirm they are speaking to the account holder before proceeding with a call.

Kind regards,
Brian

From: Sinead Bartley
Sent: Tuesday 13 November 2018 16:28
To: Brian Sexton <[email-masked]>
Subject: TID17855535- Security Failed on Call

Hi Brian,

As mentioned on skype, flagging the above order where Sarthank would have received a red flag in a quality audit for security; unfortunately checking the caller was the account holder was missed and this was not the account holder (but their wife).

The following agent then had the buyers wife more upset on the phone as she did not understand why this was the case with one agent and not the other.

Kind regards,

Sinéad.