Subject: FW: India - Final Test Results - Start Date: 07.10.2019
From: Brian Sexton <[email-masked]>
To: Kritika Mirchandani <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, Rosette Modiri <[email-masked]>
Date: Thu, 17 Oct 2019 14:54:56 +0000

FYI - they can re-sit on Wednesday

From: CS Training
Sent: Thursday 17 October 2019 14:40
To: Brian Sexton <[email-masked]>; Robert Cosgrove <[email-masked]>
Subject: India - Final Test Results - Start Date: 07.10.2019
Importance: High

Hi all,

please find below the results for the first final test of the agents that started training on 07.10.2019.

Unfortunately, both agents failed the test. Please note - that both agents need to sit the second test next Wednesday, 23.10.2019.

Test
Course name
Course code
Date
Result
Score
Time
Scenario IV - Test
[Training Final Test] - New
-
17/10/19 13:03
Passed
93.33%
14m 49s
Scenario I - Test
[Training Final Test] - New
-
17/10/19 11:43
Not passed
53.33%
30m 41s
Scenario II - Test
[Training Final Test] - New
-
17/10/19 12:08
Not passed
46.67%
21m 58s
Lizbeth Lopez
Scenario III - Test
[Training Final Test] - New
-
17/10/19 12:46
Not passed
46.67%
6m 44s
Scenario V - Call
[Training Final Test] - New
-
17/10/19 13:26
Not passed
53.33%
21m 52s
58.67%
Test
Course name
Course code
Date
Result
Score
Time
Scenario IV - Test
[Training Final Test] - New
-
17/10/19 12:33
Passed
100.00%
7m 44s
Scenario V - Call
[Training Final Test] - New
-
17/10/19 13:08
Passed
80.00%
7m 43s
Scenario I - Test
[Training Final Test] - New
-
17/10/19 11:34
Not passed
46.67%
17m 56s
Sumer Singh
Scenario II - Test
[Training Final Test] - New
-
17/10/19 12:04
Not passed
53.33%
29m 19s
Scenario III - Test
[Training Final Test] - New
-
17/10/19 12:23
Not passed
40.00%
17m 26s
64.00%

Lizbeth

  *   Scenario I: Agent missed important parts of the investigation - ie. The case history and the expected arrival date. Even though we know there is an issue in the background we do not tell the buyer that there is a problem unless we really have to - in this scenario the agent's job is to answer the query as normal. The buyer is due substitution tickets here. The seller cannot be advised of the subbing charge as there is none yet. After moving an order to pending substitution, the agent can wrap up
  *   Scenario II: This scenario does not evolve a cancelled event - here it is concerned with the guarantee claim "Tickets never received". Event is less than 48 hours away, therefore a different blurb needs to be sent. At this stage in the case - the agent cannot determine what the buyer is to receive and cannot offer anything. Agent selected "My event is cancelled" as enquiry source, when here it was a delivery issue.
  *   Scenario III: Agent advised to put the listing on hold which is not part of the wrong tickets process. Agent offered partial refund or to return tickets - however, as no proof was provided - this cannot be done yet. The seller should not be contacted. After asking for proof the agent needs to wrap up.
  *   Scenario V: The security checks were not done correctly as the agent did not confirm whether she is speaking with the account holder. The agent made clear committments to the customer that they will call back. The call was not ended correctly as the agent did not ask if there is anything else she can help with

Sumer

  *   Scenario I: Agent missed important parts of the investigation - ie. The case history and the expected arrival date. Even though we know there is an issue in the background we do not tell the buyer that there is a problem unless we really have to - in this scenario the agent's job is to answer the query as normal. The buyer is due substitution tickets here. The seller cannot be advised of the subbing charge as there is none yet. After moving an order to pending substitution, the agent can wrap up
  *   Scenario II: This scenario does not evolve a cancelled event - here it is concerned with the guarantee claim "Tickets never received". Seller payment should not be stopped as the tickets were sent on time. For all delivery issues - the cases must be escalated to "Shipping Investigation".
  *   Scenario III: Agent advised to put the listing on hold which is not part of the wrong tickets process. Agent offered partial refund or to return tickets - however, as no proof was provided - this cannot be done yet. The seller should not be contacted. After asking for proof the agent needs to wrap up. The seller is currently not at fault as we did not receive proof yet.

Kind regards,

Jana