Subject: Re: TID17855535- Security Failed on Call
From: Charanjit Singh Sandhu <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Viraat <[email-masked]>, Urvika Chaudhary <[email-masked]>, Sinead Bartley <[email-masked]>
Date: Wed, 14 Nov 2018 12:38:23 +0530 (IST)

Hi Brian, 

I have reviewed this case with Sarthak and coached him about the process again that he needs to also confirm if caller is a account holder. 

Sarthak has ensured me that he will be more careful in future and follow the correct process and guidelines. 

Thanks & Regards, 
Charanjit 

From: "Brian Sexton" <[email-masked]> 
To: "Charanjit Singh" <[email-masked]>, "Viraat" <[email-masked]>, "Urvika Chaudhary" <[email-masked]> 
Cc: "Sinead Bartley" <[email-masked]> 
Sent: Tuesday, 13 November, 2018 22:06:51 
Subject: FW: TID17855535- Security Failed on Call 

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. 

[ mailto:[email-masked] | @Virat Joshi ] [ mailto:[email-masked] | @Urvika
 Chaudhary ] – 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.