Subject: FW: Outbound Calls - Unable to call due to time difference/Time zone
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Darren OToole <[email-masked]>, Virat Joshi <[email-masked]>, Nuno Correia <[email-masked]>
Date: Tue, 18 Dec 2018 14:07:09 +0000

PROCESS UPDATE

DATE

18/12/2018

TOPIC

Outbound Calls - Unable to call due to time difference/Time zone

DETAILS

For any case where the banner to call a customer is present and an agent is unable to make the call due to the time zone, the agent must include in their case note the following 2 items:

  *   The current local time at the customers location
  *   A note to state "Unable to call due to time difference"

If both these items are not present in the case note and you/the agent has not called the customer you/they will receive a Red Flag. These cases should also be flagged to their TL to be recorded in the tracker as normal.

Darren O'Toole|
Customer Facing Team Leader
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