Subject: Re: TID: 23017711 - Galatasaray vs Paris Saint Germain - Champions League 2019-20 - 01/10/2019
From: Saurabh Dadu <[email-masked]>
To: Meghan Flanagan <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Mon, 30 Sep 2019 11:36:16 +0000

Hi Meghan,

Apologies for this. Addressing it

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Meghan Flanagan <[email-masked]>
Sent: 30 September 2019 5:04 PM
To: Saurabh Dadu <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Subject: FW: TID: 23017711 - Galatasaray vs Paris Saint Germain - Champions League 2019-20 - 01/10/2019

Hi Saurabh/ Urvika,

Can you please inform our team in Cebu that any English cases they may receive must be flagged with a TL on site in New Delhi for the case to be actioned accordingly and re-assigned to an English speaking agent.

Please instruct the TL on site to forward any emails for re-assigning to [email-masked]<mailto:[email-masked]>. An agent in Cebu who receives an English case and is unable to answer it due to language barrier should also mention in their CIAN note that they have sent the case to their TL to be reassigned.

Please note, no agent should be wrapping up a case without responding to the customer.

Please confirm once all agents are aware of the process for re-assigning English cases to English speakers.

Thanks,

Meghan

From: Maiwenn Gouthe <[email-masked]>
Sent: Monday, September 30, 2019 12:16 PM
To: Robert Cosgrove <[email-masked]>; Meghan Flanagan <[email-masked]>
Cc: Manuela Suhner <[email-masked]>; David Lee <[email-masked]>
Subject: RE: TID: 23017711 - Galatasaray vs Paris Saint Germain - Champions League 2019-20 - 01/10/2019

Hi Meghan

In Rob’s absence, can you please review the below ?

Any questions let me know

Many thanks

Maiwenn

From: Maiwenn Gouthe
Sent: 30 September 2019 12:14
To: Robert Cosgrove <[email-masked]<mailto:[email-masked]>>
Cc: Manuela Suhner <[email-masked]<mailto:[email-masked]>>; David Lee <[email-masked]<mailto:[email-masked]>>
Subject: FW: TID: 23017711 - Galatasaray vs Paris Saint Germain - Champions League 2019-20 - 01/10/2019

Hi Rob

We are having issues with JP agents in Cebu simply wrapping up a case with no further actions as they do not speak english. Can you please rectify so there is an escalation point should the JP agent get an email they are unable to address ?

Thanks

Maiwenn

From: David Lee
Sent: 30 September 2019 12:06
To: Maiwenn Gouthe <[email-masked]<mailto:[email-masked]>>
Subject: RE: TID: 23017711 - Galatasaray vs Paris Saint Germain - Champions League 2019-20 - 01/10/2019

Hi Maiwenn,

It appears the agent did the same thing on TID 22752005

Kind regards,

Dave

From: David Lee
Sent: 30 September 2019 12:05
To: Maiwenn Gouthe <[email-masked]<mailto:[email-masked]>>
Subject: FW: TID: 23017711 - Galatasaray vs Paris Saint Germain - Champions League 2019-20 - 01/10/2019

Hi Maiwenn,

This agent wrapped up a case stating in their case note “I am not english speaker so I can not understand”. They took no action on the case at all and at this point the customer had been in contact multiple times ( 20+ emails) due to a Passolig issue.

Agent Details:

Name: Isaka Koichi

Location: Outsource, Philippines

Team: CF_Tier 1_Cebu

Team Lead: ADRIAN.FABULAR

TID: 23017711

Kind regards,

Dave