Subject: Re: Incorrect MCB Escalations
From: Anurag Pradhan <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Team Lead <[email-masked]>, jessie tang <[email-masked]>
Date: Mon, 4 Nov 2019 19:00:51 -0700 (MST)

Hi Brian, 

The night shift agents have been coached regarding the incorrect MCB. There are a few agent on OFF tonight will complete the coaching as soon as the agents are back at work. 

Regards, 

Anurag 

From: "Brian Sexton" <[email-masked]> 
To: "Team Lead" <[email-masked]> 
Cc: "jessie tang" <[email-masked]> 
Sent: Sunday, 3 November, 2019 18:53:35 
Subject: Incorrect MCB Escalations 

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

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