Subject: RE: Training Report - India - Start Date 10.06.2019 - Day V
From: Cian Madigan <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, kritika <[email-masked]>
Cc: David Lee <[email-masked]>, Jana Garbe <[email-masked]>, Robert Cosgrove <[email-masked]>
Date: Fri, 14 Jun 2019 15:24:39 +0000

Hi all,

Please see an overview of the results after day V.

Quizzes

Team
Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
RAG
Payment
Alternative delivery plans
Brazil Market
GDPR
IT Soccer
ES / DE / TR football
CMA
Training_India
amel.simba
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.91%
86.67%
92.31%
100%%
92.86%
90.91%
100.00%
Training_India
carolina.cardili
90.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
86.67%
100.00%
85.00%
100.00%
81.82%
100.00%
Training_India
cesar.livera
100.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
81.82%
93.33%
92.31%
85.00%
78.57%
100.00%
100.00%
Training_India
garcia.miguel
90.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
86.67%
92.31%
80.00%
85.71%
100%%
100.00%
Training_India
sadiq.mahdi
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
81.82%
86.67%
100.00%
100.00%
85.71%
81.82%
100.00%
Training_India
shiv.dutt
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
81.82%
100.00%
100.00%
100.00%
85.71%
90..91%
100.00%

IT Football

  *   Sadly, Cesar has failed the IT football quiz, please review the following questions with Cesar:

  1.  A TDT - short for [tessera del tifoso] - is a [digital ticket] that can be [ transferred] from one TDT to another. The TDT must be from [ the same club]. In order to purchase a TDT ticket, the buyer must have [a valid Season Card].

2.       There can never be two tickets for the same event personalised with the exact same details.
·         All remaining agents have successfully passed the quiz - well done! Some of the questions provided in the quiz were not answered correctly. Kindly review the following questions with the remaining agents:
1.       Multiple answers are possible: Which of the details below have to be provided when purchasing TDT tickets for all clubs - apart from Juventus Turin - of the Italian Football league.
2.       Segnaposto is a document that confirms?
3.       A TDT - short for [tessero del tifosa] - is a [digital ticket] that can be [ transferred] from one TDT to another. The TDT must be from [ the same club]. In order to purchase a TDT ticket, the buyer must have [a valid TDT card].

4.       Please confirm which documents are essential to gain entry for an IT football match using Tessera del Tifoso.
ES/DE/TR Football

  *   All agents have successfully passed the ES/DE/TR Football Quiz - well done! Some of the questions provided in the quiz were not answered correctly. Kindly review the following questions with the agents:

1.       Please confirm which of the statements below with regard to Passolig Cards is correct.
2.       For Spanish Football matches, seats are typically organised in odd and even numbers (e.g. seat 3 and 5 are located next to each other).
3.       Please confirm the most important information you have to bear in mind when dealing with Season Cards of Spanish Soccer.
4.       Piggy back (one in front of the other) are allowed for groups of 3 tickets.
CMA

  *   All agents have successfully passed the CMA quiz after the first attempt, each agent achieving a score of 100% - well done!

GDPR

In addition to the results above, I can also see that the appropriate agents Amel, Cesar, Sadiq and Shiv have completed a second attempt of the GDPR quiz. All agents have now successfully passed the quiz. Kindly review the following questions with the agents:

  1.  You receive an inbound call. After conducting the routine security checks you realise that it is not the account holder you are speaking with. The person on the phone leaves the call quickly to get the account holder. You speak to the account holder, they successfully answer the security questions and give permission to speak to the other person. Once the permission from the account holder is provided you?

  1.  Please select from the list below, all words or phrases you should avoid using in a CIAN note.

  1.  The speech bubble below equals an incoming phone call from a customer. Please advise how you would react.

  1.  A buyer seeks to receive all data we have on the system as per GDPR via Email. You should do which of the following?

  1.  Please read carefully through the following email from one of our buyers. How would you proceed?

  1.  A buyer has called you several times about his ticket purchase. As he is travelling to the event he is very nervous and seeks updates regularly. The phone rings again and the buyer who had just spoken to you a couple of minutes ago is back on the phone with you. How do you proceed?

  1.  Please read the query below and advise how you would react?

Kind Regards,
Cian

From: Jana Garbe
Sent: Thursday 13 June 2019 17:40
To: Urvika Chaudhary <[email-masked]>; kritika <[email-masked]>
Cc: David Lee <[email-masked]>; Cian Madigan <[email-masked]>
Subject: Training Report - India - Start Date 10.06.2019 - Day IV
Importance: High

Hi Urvika,

Please see the results after Day IV:

Assessments

Username
Account Recovery
CIAN I
CIAN II
CIAN III
Phone Exercise
amel.simba
Passed
Passed
Passed
Passed
Passed
carolina.cardili
Passed
Passed
Passed
Passed
Passed
cesar.livera
Passed
Not passed
Passed
Passed
Passed
garcia.miguel
Passed
Passed
Passed
Passed
Passed
sadiq.mahdi
Passed
Passed
Passed
Passed
Passed
shiv.dutt
Passed
Passed
Passed
Passed
Passed

Quizzes

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
RAG
Payment
Alternative delivery plans
Brazil Market
GDPR
amel.simba
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.91%
86.67%
92.31%
65.00%
carolina.cardili
90.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
86.67%
100.00%
85.00%
cesar.livera
100.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
81.82%
93.33%
92.31%
75.00%
garcia.miguel
90.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
86.67%
92.31%
80.00%
sadiq.mahdi
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
81.82%
86.67%
100.00%
75.00%
shiv.dutt
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
81.82%
100.00%
100.00%
70.00%

Alternative Delivery Plans

  *   Please review - Flashseat tickets are provided as a transfer, not in an email
  *   Please review - Ticketmaster / venue / team accounts can be created before the tickets are transferred
  *   Please review - Etickets URL must not be printed to gain entry to the event
  *   Please review - Please review how sellers must fulfil Etickets URL sales

Cancellation Questions

  *   Please review the criteria for a buyer to qualify under the "BR Cancellation"
  *   Please review much reason code must be used for US Cancellation Requests
  *   Please review how agents should deal with a cancellation request if the banner is not visible

GDPR

More than ½ of the agents failed this quiz - please review as a group

  *   Please review how the agent should deal with a phone call if the account holder gave permission, ie that the order is discussed with the girlfriend
  *   Please review how the agent should react if the seller requires the buyer's details for ticket personalisation
  *   Please review which details are essential to be provided if a customer calls in regarding the death of a subscriber
  *   Please review what we consider security details
  *   Please review which questions must be asked as part of the security check

Kind regards,

Jana

From: Jana Garbe
Sent: Wednesday 12 June 2019 17:55
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>; 'kritika' <[email-masked]<mailto:[email-masked]>>
Cc: David Lee <[email-masked]<mailto:[email-masked]>>; Cian Madigan <[email-masked]<mailto:[email-masked]>>
Subject: Training Report - India - Start Date 10.06.2019 - Day III
Importance: High

Hi Urvika,

Please see the results after Day III:

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
Wrong Tickets
RAG
Payment
amel.simba
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.91%
carolina.cardili
90.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
100.00%
cesar.livera
100.00%
90.00%
100.00%
90.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
81.82%
garcia.miguel
90.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
100.00%
100.00%
100.00%
sadiq.mahdi
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
81.82%
shiv.dutt
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
100.00%
100.00%
81.82%

Wrong Tickets

  *   Please review when an order needs to be moved to pending replacement / substitution

Sadiq failed the quiz twice and displayed some basic errors

  *   Please advise that agents under no circumstances should offer tickets in a different section
  *   Please advise that for etickets the agent does not need to ask for proof

RAG

  *   All agents passed the RAG Quiz on the first attempt

Payments

  *   Please review where in CSL the buyer can see that the buyer is refunded (and when)
  *   Please review that if the buyer requests only a voucher, this can be done in CSL without including Payments

Kind regards,

Jana

From: Jana Garbe
Sent: Tuesday 11 June 2019 17:02
To: 'Urvika Chaudhary' <[email-masked]<mailto:[email-masked]>>; 'kritika' <[email-masked]<mailto:[email-masked]>>
Cc: David Lee <[email-masked]<mailto:[email-masked]>>; Cian Madigan <[email-masked]<mailto:[email-masked]>>
Subject: Training Report - India - Start Date 10.06.2019 - Day II

Hi both,

Please see the report after Day II. Please note that Cesar seems to be struggling with the content - compared to the rest of the group he has a relatively high amount of fails.

Assessments

Training Group
Username
Account Recovery
Training_India
amel.simba
Passed
Training_India
carolina.cardili
Passed
Training_India
cesar.livera
Passed
Training_India
garcia.miguel
Passed
Training_India
sadiq.mahdi
Passed
Training_India
shiv.dutt
Passed

Quizzes

Agent
CSL Test
Policy Knowledge
Life of an Order
Fulfilment
Delivery Questions
Cancelled & Postponed events
Teams
LMS
amel.simba
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
100.00%
carolina.cardili
90.00%
90.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%
cesar.livera
100.00%
90.00%

90.00%
100.00%
40.00%
0.00%
90.00%
garcia.miguel
90.00%
100.00%
100.00%
100.00%
100.00%
80.00%
100.00%
90.00%
sadiq.mahdi
100.00%
90.00%
100.00%
90.00%
100.00%
80.00%
100.00%
100.00%
shiv.dutt
100.00%
80.00%
100.00%
100.00%
100.00%
100.00%
100.00%
90.00%

Delivery Questions

  *   Shiv Dutt failed this Quiz 4 times
  *   Please review which sentences should/should not be used in Phone calls

Cancelled & Postponed Events

  *   Cesar Livera failed the quiz with a score of 40%
  *   Please review the workflow if the event is postponed and the tickets remain valid for the new date
  *   Please review when an event is confirmed cancelled / postponed

Teams

  *   Please review the Teams and their functions with Cesar Livera

LMS

  *   Please review what we require from the seller in case of a delivery issue with an ELS order
  *   Please advise that in order to opt into ELS, the buyer must provide an LDA
  *   Please review which troubleshooting actions must be taken if the seller advises the listing is inactive

Kind regards,

Jana

From: Jana Garbe
Sent: Monday 10 June 2019 17:19
To: Urvika Chaudhary <[email-masked]<mailto:[email-masked]>>; kritika <[email-masked]<mailto:[email-masked]>>
Cc: David Lee <[email-masked]<mailto:[email-masked]>>; Cian Madigan <[email-masked]<mailto:[email-masked]>>
Subject: Training Report - India - Start Date 10.06.2019 - Day I
Importance: High

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