Subject: FW: Email bounce update
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>, Parvez Alam <[email-masked]>
Date: Fri, 11 Oct 2019 12:03:29 +0000

FYI – thanks Parvez for highlighting this!

From: CS Training
Sent: Friday 11 October 2019 13:02
To: Anna Jeanne <[email-masked]>; Brian Sexton <[email-masked]>
Subject: Re: Email bounce update

Hi Brian,

the process on the Wiki has now been adjusted - therefore agents are asked to send an email after an unsuccessful outbound call 🙂

I will send a COMMS on this shortly.

Jana
________________________________
From: Anna Jeanne <[email-masked]<mailto:[email-masked]>>
Sent: Friday, October 11, 2019 11:41 AM
To: CS Training <[email-masked]<mailto:[email-masked]>>; Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: RE: Email bounce update

Hi Jana,

Yes, that’s fine with me.

Thanks,

Anna

From: CS Training
Sent: Friday 11 October 2019 09:57
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>; Anna Jeanne <[email-masked]<mailto:[email-masked]>>
Subject: Re: Email bounce update

Hi Brian,

thanks for flagging.

@Anna Jeanne<mailto:[email-masked]> as you have been working on this before. Do you think we can change the process and advise to send a follow up email that we attempted a call after an unsuccesful outbound call.

Brian here flags rightly that otherwise the case is not counted in the productivity if they do - are we okay to add this to the process?

Kind regards,

Jana

________________________________

From: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Sent: Friday, October 11, 2019 8:54 AM
To: CS Training <[email-masked]<mailto:[email-masked]>>
Subject: RE: Email bounce update

Hi @CS Training<mailto:[email-masked]>

On the wiki page for ‘Email Delivery Updates (Bounced Emails)’ it states to not send an email to the customer if they do not answer;

On a comms update from 24/09/2019 entitled ‘Outbound Call Reminder’ it states in Scenario 6;

Not sending an email after a call negatively affects an agent’s productivity, but as per the wiki sending an email after a call attempt for email bounce goes against the policy.

Can you please confirm which is the correct action to take?

Kind regards,

Brian

From: Parvez Alam <[email-masked]<mailto:[email-masked]>>
Sent: Friday 11 October 2019 09:35
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Cc: Sankarshan Rajan <[email-masked]<mailto:[email-masked]>>
Subject: Email bounce update

Hi Brian,

We were informed earlier through email that agents need to send a follow up email in case of Email bounce too. However, as per OLS, we don't need to send an email in case of email bounce. And again we received a latest update in OLS on 24.09.2019 where we checked the 6th Scenario of there is of email bounce, it states that after every unsuccessful attempt of the call we have to  Send a follow-up email to inform the customer that  a call had been attempted.

I have attached the screenshots of the updates. Can you please review and inform us whether a follow up email is required in case of Email bounce.

Kind Regards
Parvez Khan

________________________________

From: "Karanjeet Singh" <[email-masked]<mailto:[email-masked]>>
To: "Parvez Alam" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, 11 October, 2019 13:03:58
Subject: Can you please get it checked and provide us an update regarding this issue

Hi Parvez,

With reference to the email bounce cases, the email that we have received on the 07/09/2019 from Sankarshan states that we have to draft a follow up email to the customer after every unsuccessful attempt but as checked the bounced email update on the OLS which was last updated on Sep 19, 2019 states that we do not have to contact the customer as they are not able to receive our emails .

Then again as checked on the OLS there is a reminder of outbound call which came on 24.09.2019 and as checked the 6th Scenario of there is of email bounce and as read the COMMS there is written that after every unsuccessful attempt of the call we have to   Send a follow-up email to inform the customer that  a call had been attempted.

Please find the screenshot of all the updates on OLS in attachments .

Can you please flag it further and confirm that whether we have to draft a follow up email after the unsuccessful attempt of email bounce or not, as of now we are sending follow up emails till yet but now there are updates that we should not email the buyer and as well as that we have to email the buyer which is a bit confusing.

Thank You for your consideration.

Kind Regards,

Karanjeet Singh