Subject: Re: MCB Escalation Review 15.07 - India
From: Worchuirin M <[email-masked]>
To: Brian Sexton <[email-masked]>
Cc: Team Lead <[email-masked]>, viraat <[email-masked]>, jessie tang <[email-masked]>
Date: Tue, 16 Jul 2019 10:16:06 -0700 (MST)

Hi Brian, 

I have reviewed and provided feedback to agents on my team. 

In regards to tid: 20892517, Agent escalated to MCB as below banner appears on CSL. 

Thank you for your attention to this matter. 

Kind Regards, 
M.Worchuirin 

From: "Brian Sexton" <[email-masked]> 
To: "Team Lead" <[email-masked]>, "viraat" <[email-masked]> 
Cc: "jessie tang" <[email-masked]> 
Sent: Tuesday, 16 July, 2019 15:15:00 
Subject: FW: MCB Escalation Review 15.07 - India 

Hi all, 

Could the latest batch of incorrectly escalated MCBs please be reviewed with the agents. 

Kind regards, 

Brian 

From: Jessie Tang 
Sent: Monday 15 July 2019 16:52 
To: Brian Sexton <[email-masked]> 
Subject: RE: MCB Escalation Review 15.07 - India 

Hi Brian, 

Could you please review the below and coach accordingly? 

22436237 	

malobika.purkayastha 	

Ownership - capability to push back 

Case was escalated with 3 pushbacks. Not a query that requires a manager 

22612429 	

mohd.faizuddin 	

Ownership - capability to push back 

Agent did not pushback 3 times and escalated to MCB to assist customer. Escalation not needed 

19285964 	

aadil.lone 	

Ownership - capability to push back 

This is a Tier 1 query, it should not be escalated at all, especially after first contact 

22635160 	

Sarav.Mitar 	

Ownership - capability to push back 

This is a Tier 1 query, it should not be escalated at all, especially after first contact 

20892517 	

sheryl.estrada 	

Ownership - capability to push back /Knowledge Gap 

This is a payment query which could have been checked with the agents TL it did not need to be escalated to MCB 

19833756 	

wamiq.ahmad 	

Ownership - capability to push back /Knowledge Gap 

Buyer previously informed that tickets were lost, case should easily be handled with this information 

22607300 	

aadil.lone 	

Unclear CIAN note 

Not clear if agent pushed back to speak with a manager 

MCB Template: 

Escalate: EscalatedToManagerCallback 
Phone Number to call back: Must provide 
Availability to call back: Must provide 
Customer’s question/Enquiry source: Must provide 
Have the questions been answered: Must provide 
(if yes) how many times: Must provide 
Reason for MCB escalation: What needs to be advised/done to the customer based on the CIAN below 
************************************************************ 

C: 

I: 

A: 

N: 

Please let me know if you have any questions J 

Thanks, 

Jessie 

From: Jessie Tang 
Sent: 10 July 2019 09:00 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: MCB Escalation Review 10.07 - India 

Hi Brian, 

Could you please review the below and coach accordingly? 

22606777 	

dheeraj.kushwah 	

Knowledge gap 

TS - Under investigation 

22436237 	

malobika.purkayastha 	

Case was escalted wiouth 3 pushbacks. Not a quert that requires a manager 

22612429 	

mohd.faizuddin 	

Agent did not pushback 3 times and escalted to MCB to assist customer. Escaletion not needed 

19285964 	

aadil.lone 	

This is a Tier 1 query, it should not be escalated at all, especially after first contact 

22635160 	

Sarav.Mitar 	

This is a Tier 1 query, it should not be escalated at all, especially after first contact 

20892517 	

sheryl.estrada 	

This is a payment query which could have been checked with the agents TL it did not need to be escalated to MCB 

19833756 	

wamiq.ahmad 	

Buyer previously informed that tickets were lost, case should easily be handled with this information 

22607300 	

aadil.lone 	

Not clear if agent pushed back to speak with a manager 

Thanks, 

Jessie 

From: Jessie Tang 
Sent: 08 July 2019 18:37 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: MCB Escalation Review 08.07 - India 

Hi Brian, 

Could you please review below agents’ MCB escalation and coach accordingly? 

20904790 	

kokora.laurel 	

India 	

Agent did not put specific call back time in escalation 

22231457 	

naveen.phogat 	

India 	

Buyer is claiming event cancelled. Agent escalated to MCB. Cancelled event procedure should have been followed. Also no specific call back time in escalation. 

18641966 	

Jassika kapoor 	

India 	

Uncleared CIAN note 
Ownership - capability to push back 
Quality - incorrect blurb sent 

22338906 	

chetan.singh 	

India 	

Uncleared CIAN note with no phone number provided for MCB escalation 
Ownership - no action taken 

22463270 	

varun.anand 	

India 	

Ownership - capability to push back 

21415532 	

jaini.rajshekar 	

India 	

Ownership - capability to push back 

22441189 	

akansha.kwatra 	

India 	

Ownership - capability to push back 

21974721 	

naveen.phogat 	

India 	

Ownership - capability to push back 

Thanks, 

Jessie Tang 

Senior CF Team Lead