Subject: FW: MCB Escalation Review 10.07 - India
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>, Virat Joshi <[email-masked]>
Cc: Jessie Tang <[email-masked]>
Date: Wed, 10 Jul 2019 09:03:24 +0000

Hi,

Could all of these be coached for our agents?

Chetan and Jaini were agents in Hyderabad and that office is now closed.

Kind regards,
Brian

From: Jessie Tang
Sent: Wednesday 10 July 2019 09:00
To: Brian Sexton <[email-masked]>
Subject: RE: MCB Escalation Review 10.07 - India

Hi Brian,

Could you please review the below and coach accordingly?

22546406
sumit.gangwar
India
Ownership - capability to push back
Buyer contacted unhappy with pickup, first contact on case. Not a query that requires a manager.
22579964
ajay.thomas
India
Ownership - capability to push back
buyer escalated after 1 contact for a can I cancel query; this query should be dealt with by all agents without having to go to a MCB
22592692
nitesh.singh
India
Ownership - capability to push back
Escalated after 1 contact. Can I cancel query, should not be escalated
21438136
ajay.thomas
India
Ownership - capability to push back
Escalated after 1 request for manager. Agent escalate because buyer want MCB to get the refund, but manager will not give refund. This query should be dealt with by all agents without having to go to a MCB
22402213
kokora.laurel
India
Investigation
Seller made 3 sales but his net proceeds does not match what he is supposed to get paid, checked sale and they do match

Thanks,
Jessie
From: Jessie Tang
Sent: 08 July 2019 18:37
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: MCB Escalation Review 08.07 - India

Hi Brian,

Could you please review below agents' MCB escalation and coach accordingly?

20904790
kokora.laurel
India
Agent did not put specific call back time in escalation
22231457
naveen.phogat
India
Buyer is claiming event cancelled. Agent escalated to MCB. Cancelled event procedure should have been followed. Also no specific call back time in escalation.
18641966
Jassika kapoor
India
Uncleared CIAN note
Ownership - capability to push back
Quality - incorrect blurb sent
22338906
chetan.singh
India
Uncleared CIAN note with no phone number provided for MCB escalation
Ownership - no action taken
22463270
varun.anand
India
Ownership - capability to push back
21415532
jaini.rajshekar
India
Ownership - capability to push back
22441189
akansha.kwatra
India
Ownership - capability to push back
21974721
naveen.phogat
India
Ownership - capability to push back

Thanks,
Jessie Tang
Senior CF Team Lead
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