Subject: FW: Follow up/ Awaiting a response
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Meghan Flanagan <[email-masked]>
Date: Wed, 6 Nov 2019 13:41:06 +0000

Hi all,

Please see below and confirm we can see an improvement in this.

Kind regards,
Brian

From: Meghan Flanagan
Sent: Wednesday 6 November 2019 13:38
To: Brian Sexton <[email-masked]>
Subject: Follow up/ Awaiting a response

Hi All,

Please see the below - We have come across this issue on multiple cases. Can everyone please take this into consideration as we do not want this to continue to affect their Quality.

Agent flags a case to an TL
Agent follows up waiting on response
Follow up expires and another agent gets the case
New Agent notes that previous agent already flagged and either wraps up, sets another follow up or flags with their own TL and sets another follow up

Some simple suggestions here that could be implemented quickly and easily.

  *   Any agent who flags a case to their TL and does not receive a response within 24hrs should chase the TL for an update immediately. This can be verbal or by email.
  *   All TLs should respond to flagged cases within 24hrs.

Any questions please let me know.

Thanks,
Meghan