Subject: FW: Process Question
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Team Lead <[email-masked]>
Date: Thu, 17 Oct 2019 15:48:55 +0000

Hi Sankarshan,

Please see below the answer to your query.

Kind regards,
Brian

From: CS Quality
Sent: Thursday 17 October 2019 16:47
To: Brian Sexton <[email-masked]>
Subject: RE: Process Question

Hi Brian,

To answer your query the agent would be marked for sending 2 emails which is an Auto Fail. To avoid this the agent would need to send the "You received and email in error" blurb first and then send the correct email and also record why they had to send the extra emails in their case notes. As long as the agent sends the error blurb right away we won't mark for the multiple emails or wrong answer on the first email. Putting an explanation into the CIAN is always the safest way to avoid getting marked down.

Kind regards,

Dave

From: Brian Sexton
Sent: 17 October 2019 13:09
To: CS Quality <[email-masked]<mailto:[email-masked]>>
Subject: Process Question

Hi,

If an agent sends an incorrect blurb to a customer and then immediately after sends to correct blurb would the agent receive an auto-fail for sending multiple emails or would they get marked down for "Wrong reply: The agent gave an incorrect answer to a customer"/"Wrong reply: The agent used a blurb that was not the best match but did answer the customer query in part" on the initial email?

I'm asking because if an agent does send the wrong email, should they proactively try to send the correct email, or would trying to amend their error lead to an auto-fail for sending multiple emails.

Kind regards,
Brian Sexton
Team Leader India
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