Subject: FW: [OLS Refresher Course] - Assigned to all CF Agents
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Cc: Jana O’Shaughnessy <[email-masked]>
Date: Wed, 13 Nov 2019 12:05:20 +0000

FYI

From: Jana O’Shaughnessy
Sent: Wednesday 13 November 2019 12:03
To: CSLeads <[email-masked]>; Meghan Flanagan <[email-masked]>; Stephen Blake <[email-masked]>; Pamela Meade <[email-masked]>; Kimberley Smith <[email-masked]>; Silvia Floranes <[email-masked]>
Subject: [OLS Refresher Course] - Assigned to all CF Agents
Importance: High

Hi all,

Please note that all CF agents in Limerick, Taiwan, India and South Africa have now been assigned to a Refresher Course. This course has been put in place to address aspects that were flagged as part of Quality audits as well as to provide agents with work during downtime. @Silvia Floranes<mailto:[email-masked]> Let me know if the agents in San Antonio should be assigned too.

In this module the following topics are covered:

  *   - Enquiry Sources
  *   - Case Notes
  *   - Ownership
  *   - Grammar
  *   - Blurb Choice / Reply Skills
  *   - Escalations

Kind regards,

Jana O’Shaughnessy
Training and OLS Teamlead