Subject: Re: Follow up/ Awaiting a response
From: Sankarshan Rajan <[email-masked]>
To: brian sexton <[email-masked]>
Cc: Team Lead <[email-masked]>, Meghan Flanagan <[email-masked]>
Date: Thu, 7 Nov 2019 23:23:02 -0700 (MST)

Hi Brian, 

We will ensure to get the cases flagged as quickly as possible and would also chase an update with regular intervals. Moving forwarding we will also ensure agents have a response on their query as quickly as possible. 

Kind Regards, 
Sankarshan Rajan 

From: "brian sexton" <[email-masked]> 
To: "Team Lead" <[email-masked]> 
Cc: "Meghan Flanagan" <[email-masked]> 
Sent: Wednesday, November 6, 2019 7:11:06 PM 
Subject: FW: Follow up/ Awaiting a response 

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