Subject: Training Report - India - 28.01.2019 - Day III
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>
Cc: Brian Sexton <[email-masked]>, David Lee <[email-masked]>, Maiwenn Gouthe <[email-masked]>
Date: Wed, 30 Jan 2019 10:16:19 +0000

Hi Urvika,

Please see below the training results after Day III.
Agent

CSL Test

Policy Knowledge

Life of an Order

Fulfilment

Shipping and Delivery

Cancelled & Postponed events

Teams

LMS

Wrong Tickets

RAG

Payment

Daniele.Castiglioni

80.00%

90.00%

100.00%

100.00%

80.00%

100.00%

100.00%

100.00%

100.00%

100.00%

100.00%

Stuti.Singh

100.00%

80.00%

100.00%

90.00%

90.00%

100.00%

100.00%

100.00%

100.00%

80.00%

92.86%

Tulika.Hora

90.00%

80.00%

100.00%

100.00%

90.00%

100.00%

100.00%

100.00%

100.00%

80.00%

85.71%

Yukta.Babbar

90.00%

80.00%

100.00%

80.00%

80.00%

100.00%

100.00%

100.00%

100.00%

86.67%

92.86%

  *   All agents successfully repeated the quizzes that were failed on Day I and II
  *   All agents passed the RAG process - yet, some agents with low scores and some agents had to repeat the process. Would you mind revising the scenario if the event is less than one month ago and it is not clear from the email from the buyer if proof is available.
     *   The agent should ask for proof and wrap up
     *   Whenever the buyer comes back, the next agent who gets the case can then stop seller payment - and this is very important, if it is a fan seller we need to send an email that they will not receive payment

Average Pass Rate: 93.59%

Thanks for the cooperation,

Jana

From: Jana Garbe
Sent: 29 January 2019 09:18
To: Urvika Chaudhary <[email-masked]>
Cc: Brian Sexton <[email-masked]>; David Lee <[email-masked]>; Maiwenn Gouthe <[email-masked]>
Subject: Training Report - India - 28.01.2019
Importance: High

Hi Urvika,

Please see below the results in training after the first few days:

Agent

CSL Test

Policy Knowledge

Life of an Order

Fulfilment

Shipping and Delivery

Cancelled & Postponed events

Teams

Daniele.Castiglioni

80.00%

90.00%

100.00%

50.00%

80.00%

40.00%

100.00%

Stuti.Singh

60.00%

80.00%

100.00%

90.00%

90.00%

100.00%

100.00%

Tulika.Hora

90.00%

80.00%

100.00%

100.00%

90.00%

100.00%

100.00%

Yukta.Babbar

90.00%

80.00%

100.00%

80.00%

60.00%

100.00%

100.00%

  *   As you can see above there are a few quizzes that still need to be repeated.
  *   The Life of an Order Quiz had to be repeated by two agents - Tulik and Yukta
  *   Based on the results, please make sure to verbally repeat the content for the Fulfilment and Shipping and Delivery Module - Stuti failed the Fulfilment module 4 times, which is a large number

Correct me if I am wrong, but it seems like some of the agents are rushing through the quizzes - it is important to highlight that they should take their time and work with the information that is available to them in the modules so we can test whether they are able to apply the knowledge. Here, it would be helpful to ask the agent where they are struggling to target areas.

Kind regards,

Jana Garbe
Training & Quality
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