Subject: FW: MCB Escalation Review 15.07 - India
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>, Virat Joshi <[email-masked]>
Cc: Jessie Tang <[email-masked]>
Date: Tue, 16 Jul 2019 09:45:00 +0000

Hi all,

Could the latest batch of incorrectly escalated MCBs please be reviewed with the agents.

Kind regards,
Brian

From: Jessie Tang
Sent: Monday 15 July 2019 16:52
To: Brian Sexton <[email-masked]>
Subject: RE: MCB Escalation Review 15.07 - India

Hi Brian,

Could you please review the below and coach accordingly?

22436237
malobika.purkayastha

Ownership - capability to push back
Case was escalated with 3 pushbacks. Not a query that requires a manager
22612429
mohd.faizuddin

Ownership - capability to push back
Agent did not pushback 3 times and escalated to MCB to assist customer. Escalation not needed
19285964
aadil.lone

Ownership - capability to push back
This is a Tier 1 query, it should not be escalated at all, especially after first contact
22635160
Sarav.Mitar

Ownership - capability to push back
This is a Tier 1 query, it should not be escalated at all, especially after first contact
20892517
sheryl.estrada

Ownership - capability to push back /Knowledge Gap
This is a payment query which could have been checked with the agents TL it did not need to be escalated to MCB
19833756
wamiq.ahmad

Ownership - capability to push back /Knowledge Gap
Buyer previously informed that tickets were lost, case should easily be handled with this information
22607300
aadil.lone
Unclear CIAN note
Not clear if agent pushed back to speak with a manager

MCB Template:

Escalate: EscalatedToManagerCallback
Phone Number to call back: Must provide
Availability to call back: Must provide
Customer's question/Enquiry source: Must provide
Have the questions been answered: Must provide
(if yes) how many times: Must provide
Reason for MCB escalation: What needs to be advised/done to the customer based on the CIAN below
************************************************************

C:

I:

A:

N:

Please let me know if you have any questions :)

Thanks,
Jessie

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

Hi Brian,

Could you please review the below and coach accordingly?

22606777
dheeraj.kushwah
Knowledge gap
TS - Under investigation
22436237
malobika.purkayastha
Case was escalted wiouth 3 pushbacks. Not a quert that requires a manager
22612429
mohd.faizuddin
Agent did not pushback 3 times and escalted to MCB to assist customer. Escaletion not needed
19285964
aadil.lone
This is a Tier 1 query, it should not be escalated at all, especially after first contact
22635160
Sarav.Mitar
This is a Tier 1 query, it should not be escalated at all, especially after first contact
20892517
sheryl.estrada
This is a payment query which could have been checked with the agents TL it did not need to be escalated to MCB
19833756
wamiq.ahmad
Buyer previously informed that tickets were lost, case should easily be handled with this information
22607300
aadil.lone
Not clear if agent pushed back to speak with a manager

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
[viagogo]