Subject: FW: [OLS COMMS] Manager Call Back Escalation Queue
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>, Virat Joshi <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Robert Cosgrove <[email-masked]>, Jana Garbe <[email-masked]>, Maiwenn Gouthe <[email-masked]>, David Lee <[email-masked]>, Cian Madigan <[email-masked]>
Date: Thu, 6 Jun 2019 11:54:12 +0000

Hi,

Could everyone please mark this comms reminder and read and understood on the OLS as soon as possible.

Kind regards,
Brian

From: Jana Garbe
Sent: Thursday 6 June 2019 12:42
To: CSLeads <[email-masked]>; Stephen Blake <[email-masked]>; Meghan Flanagan <[email-masked]>; Kimberley Smith <[email-masked]>
Cc: Maiwenn Gouthe <[email-masked]>; David Lee <[email-masked]>; Cian Madigan <[email-masked]>
Subject: [OLS COMMS] Manager Call Back Escalation Queue
Importance: High

Hi all,

We have been noticing a significant spike in incorrect escalations to the Manager Call Back Queue. Therefore a reminder has been sent out to all CF Agents to remind them:

  1.  Agents need to push back three times in a phone call before a case can be considered to be escalated to the Manager Call back Queue

  1.  Agents must write a clear note in their escalation - otherwise the case will be returned to the agent

Please ensure your agents mark the COMMs complete at their earliest convenience.

Kind regards,

Jana