Subject: [Training Update] GDPR / Phone Training
From: Jana O’Shaughnessy <[email-masked]>
To: Kritika Mirchandani <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Mon, 25 Nov 2019 12:02:54 +0000

Hi all,

Due to feedback provided in a Quality Meeting – we have now made the process if clearer if the agent gets permission from the account holder to discuss the case with another person. It is important to highlight in the new hire training that you can only proceed with the call if the account holder also answers 3 security questions correctly. Ideally, here different questions will be asked – such as full address, phone number, post code…

We have also added the slide below to the Phone Training now to highlight the importance. Thanks a million - @Ricardo Fernandes<mailto:[email-masked]> for putting this together!

The OLS has been updated for both modules.

Kind regards,

Jana O’Shaughnessy
Training and OLS Teamlead