Subject: Incorrect MCB Escalations
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Jessie Tang <[email-masked]>
Date: Sun, 3 Nov 2019 13:23:35 +0000

Hi @Team Lead<mailto:[email-masked]>,

Could you please review these incorrect MCB escalations?

TID
Agent name
Note - coaching point
20991307
ashwani.panicker
Tickets were not sold through viagogo, sold through Flash Seats, agent should have pushed back as listing had expired.
22312724
ashwani.panicker
RAG case, agent should have followed the standart RAG process and not escalate to a MCB
20005742
becho.jaures
Ability to push back, lack of ownership. Buyer is unhappy with the face value of tickets to what they paid.
21989974
becho.jaures
FV query - ability to push back
19114212
butila.yannick
Ability to push back, lack of ownership. Buyer was asked to update payment method as their original payment method failed.
22034650
eduardo.fernandez
Ability to push back - second contact from buyer but first about this query
21984875
gaurav.bhatnagar
First contact from buyer, querying download/selling tickets, agents should not need to escalate these queries
22330375
gaurav.bhatnagar
First contact from buyer, cannot attend new date/venue. Agents should be able to handle these queries without escalating
23004180
gaurav.bhatnagar
Second contact from buyer, cancellation queries are Tier 1 and all agents should be able to handle these without escalating
23115963
jorge.mendoza
Standard 'Can I cancel' query, agent should have been more than capable of handling this query
22919844
josue.poi
Buyer wants to relist LMS tickets, information on how to do so is in new hire training, case escalated on 2nd contact. Agent should be able to handle query.
21286476
josue.poi
No information in their escalation to indicate the reason for buyer asking to speak with manager
22433816
josue.poi
First contact from buyer, Tier 1 query which all agents should be able to handle without escalating
23080909
malobika.purkayastha
Ability to push back and explain viagogo - buyer refunded no subs
23232466
nitesh.kumar
Only two contacts from seller, no outbound calls or attempts to push back made
22962109
ritesh.sinha
Ability to push back.
22846903
ritesh.sinha
Agent should be able to troubleshot the TM and help buyer to retrieve the tix
22743622
sadaf.jamil
Ability to push back and explain viagogo is only a platform - buyer refunded no subs
22977043
shiv.dutt
The agent escalated on buyer's first contact. Buyer simply had a query about facevalue. The agent should have the capability to explain facevalue, and should take a lot more ownership. This case should not have been escalated to MCB.
21694889
valeri.julia
Ability to push back - event relocated buyer wants to cancel

Please reply once you've coached your agents.

Kind regards,
Brian Sexton
Team Leader India
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