Subject: Red Flags Trend
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>, Virat Joshi <[email-masked]>, Seeta Seeta <[email-masked]>
Date: Thu, 16 May 2019 11:03:32 +0000

Hi all,

Around 30% would be very good if the team could achieve that. We had improved in March and April.

We need to reverse the trend in the 1st half of May by the 2nd half of May, we cannot have above 50% by the end of May under any circumstances.

Quality and Training are one team, they audit the cases and they handle the OLS, please ensure the agents are following exactly what is on the OLS and avoid careless errors, especially with subject lines for example.

Wrong tickets, tickets not received and RAG are the most frequently audited cases so please make sure your agents review the modules and refer to them whenever handling those cases.

Kind regards,
Brian Sexton
Team Leader India
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