Subject: Training Report - India - Start Date 10.06.2019 - Day I
From: Jana Garbe <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: David Lee <[email-masked]>, Cian Madigan <[email-masked]>
Date: Mon, 10 Jun 2019 16:18:35 +0000

Hi both,

Please see below the report for the performance after Day I.

The Account Recovery Exercise has not been submitted.

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
amel.simba
100.00%
100.00%
100.00%
100.00%
carolina.cardili
90.00%
90.00%
100.00%
100.00%
cesar.livera
100.00%
90.00%
66.67%
90.00%
garcia.miguel
90.00%
100.00%
100.00%
70.00%
sadiq.mahdi
100.00%
90.00%
100.00%
90.00%
shiv.dutt
100.00%
80.00%
100.00%
100.00%

CSL

  *   Agents seem to have struggled with the Mix&Match character of the questions

Policy Knowledge

  *   Please highlight that only first time sellers will get charged a very small fee when listing
  *   Please review who sets the price on viagogo
  *   Please review where on the website the customer can see that the tickets are above / below face value
  *
Life of an Order

  *   Please review the difference between Pending Seller Payment vs Pending Requirement for Payment

Fulfilment

  *   Please review when a label is provided to the seller and when the seller has to provide us with a tracking number
  *   Please review what happens if the seller does not select any option and the 48 hour window expires
  *   Please highlight the major difference between substitution / replacement

Kind regards,

Jana