Subject: Fwd: Lakshay.Bhayana - Audit Review Request
From: Saurabh Dadu <[email-masked]>
To: Virat Joshi <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Fri, 1 Mar 2019 12:57:50 +0000

This is your best German agent?

Regards,

Saurabh Dadu
LiveSalesman

AI is still not a reality, typos courtesy iPhone

Begin forwarded message:

From: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Date: 1 March 2019 at 1:04:39 PM GMT+1
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Virat Joshi <[email-masked]<mailto:[email-masked]>>, Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Subject: FW: Lakshay.Bhayana  - Audit Review Request

Hi Saurabh,

Can we please remove Lakshay Bhayana from the account?

His level of German is not sufficient and we have reviewed some of his cases and we cannot allow him to continue to work with us.

Kind regards,
Brian

From: Robert Cosgrove
Sent: Friday 1 March 2019 17:32
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: FW: Lakshay.Bhayana - Audit Review Request

Hi Brian,

As discussed, we would like to remove Lakshay from the account based on his performance. Please find the audit results below.

Thanks
Robert
From: Jana Garbe
Sent: Friday 1 March 2019 11:30
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Subject: RE: Lakshay.Bhayana - Audit Review Request

Hi Robert,

Phone Calls

20195310:

  *   Greeting line incomplete
  *   Agent did not confirm the full name and therefore does not do the security checks correctly
  *   Agent uses English words when he is speaking to the customer: “Der Verkaeufer hat die Tickets als Kindertickets gesellt”
  *   “Sehen Sie Herr” – is not polite in approaching the customer
  *   Agent interrupts the customer
  *   Agent has trouble finding the correct words to explain the purchase process and where the note that the tickets are concession tickets can be found
  *   Buyer advises he will talk with his lawyer as he feels cheated. Buyer advised the name and address of the seller does not exist  – Agent remains silent and did not answer the query to defend the company
  *   Agent wanted to say that the buyer should have checked what viagogo is before buying tickets (which is unacceptable alone), but used the wrong phrases
  *   Agent has not successfully explained that we are a ticket market place and that therefore the seller is allowed to set the price – he did not explain it until 10:48 into the call
  *   Agent did not end the call correctly

19867384

  *   Agent uses the wrong greeting line and doesn’t introduce himself
  *   Agent correctly advised that he cannot proceed with the call as he needs confirmation of the account holder that he is allowed to speak with him
  *   Agent should have given the option to ask whether the account holder is available to give confirmation
  *   Agent did not use any call closing line
  *   Agent did not leave any CIAN on the case to advise what he said to the caller

20199413

  *   Agent initially correctly confirmed that he needs confirmation from the account holder to continue with the call
  *   Agent advised that the buyer needs to call back in
  *   Agent ended up discussing the case with the customer even though no approval from the account holder was provided
  *   Agent did not check the case history, as he asked to send proof – however the ticket is an eticket
  *   Agent said “ja ja ja”, which is very impolite in a phone call
  *   Buyer is asking for an official complaint form as they thought the purchased seated tickets, yet – they ordered tickets for a standing section
  *   Agent did not respond to the claim from the buyer that on our website it would be okay to provide Madonna tickets for an Ed Sheeran concert – agent should have addressed this and clarified that
  *   Agent did not leave any CIAN on the case

20229669

  *   Agent does not introduce himself and does not use the correct greeting line
  *   Agent did not use the correct phrase to ask if he can put the customer on hold – grammar mistakes and sentence structure
  *   Agent did not confirm the full name and therefore did not confirm three security questions
  *   Buyer wants to know why he received standing tickets and why the price is different
  *   Agent advised that the tickets were listed for block L – Agent did not check the listing notes as it specifically says “Standing Only”
  *   Agent asked for proof where it was not necessary but then also wrapped up the case and therefore did not take ownership – the event was two hours away at that stage so should have followed up
  *   Agent failed to explain why wants those tickets to be send over – he wanted to see them to review if they are incorrect – the buyer understood that if he uploads the proof he will get new tickets
  *   Buyer wants to know if the money has already been taken – Agent correctly confirmed the money was taken already
  *   Agent correctly explained why the price is different – yet phrasing is a little but off – he makes use of the word “natuerlich” incorrectly, as it is not used the same way as “naturally”

Emails
18327443

  *   Agent is not adjusting the gender in the greeting
  *   Agent sent the email to the wrong customer – email addressed to buyer was sent to seller
  *   Agent did not update the seller that we have changed the status to getting paid – yet took the correct actions in the background to record success

17594300

  *   Agent did not adjust the gender in the greeting line
  *   Agent correctly flagged the case for POC for seller to be paid, yet agent never came back to the case to inform the seller that the payment has been initiated
  *   In his follow up he states that he will call back the seller which never happened

20270961

  *   Agent did not adjust the gender in the case, however solved the case correctly.
  *   Agent should have summarised the content of the case with more details as to what happened at the venue

19267531

  *   Agent made use of blurb that is not to be used anymore, however generally responds to the query of the customer by mixing two blurbs.
  *   Agent sends another blurb 2 minutes after the first email, which should not be done – all questions should be answered in one email – in this email the gender is not adjusted
  *   Agent correctly advised that the order cannot be cancelled

Let me know if you have further questions!

Jana

From: Robert Cosgrove
Sent: 28 February 2019 19:28
To: Jana Garbe <[email-masked]<mailto:[email-masked]>>
Cc: Manuela Suhner <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>
Subject: Lakshay.Bhayana - Audit Review Request

Hi Jana,

As discussed, we would like to review some calls and cases that Lakshay has worked over the past few days. We need to understand if this agent has the language skills to speak with our German customers and also the soft skill and call handling capabilities as the other agents within the company.  I have attached 4 calls to this emails and I have provided you with some TID’s below for you to review and provide feedback on all:

Transactions:

  *   18327443
  *   17594300
  *   20270961
  *   19267531

Thank you again for assisting us on this and I look forward to your findings.
Robert