Subject: Reassigning Cases
From: Urvika Chaudhary <[email-masked]>
To: Adrian Fabular <[email-masked]>
Date: Mon, 30 Sep 2019 04:51:25 -0700 (MST)

Hi Drei, 

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. 

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. 

Urvika Chaudhary 
Training Manager 

Live Salesman 
[email-masked] 
[ http://www.livesalesman.com/ | www.livesalesman.com ]