Subject: FW: Process Questions
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Date: Thu, 17 Oct 2019 15:49:20 +0000

FYI @Team Lead<mailto:[email-masked]>

From: Brian Sexton
Sent: Thursday 17 October 2019 16:48
To: Parvez Alam <[email-masked]>
Cc: [email-masked]
Subject: FW: Process Questions

Hi Parvez,

Please see below answers to your queries.

Kind regards,
Brian

From: CS Quality
Sent: Thursday 17 October 2019 16:44
To: Brian Sexton <[email-masked]<mailto:[email-masked]>>
Subject: RE: Process Questions

Hi Brian,

Please see the answers to your queries:

  1.  If the customer has been contacting in one language and when on the phone is heard speaking in English or another supported language then yes it is ok for the agent to email in English, if they also put this in their CIAN notes, which they should in case we can't locate the call, they will not be marked down during an audit.

  1.  There was a Comms on this recently, basically if an agent tries to call a customer for any reason and is unsuccessful they must make a total of 4 attempts at 4 different times, all 4 attempts cannot be on the same day. After each attempt the agent must send the we tried to call you blurb and on the final attempt the agent must send the answer to the customers query. If there is an issue making the call due to Time Zone etc. this should be noted in the case note, otherwise TL approval must be provided. The TL approval must be recorded in any of the following 3 formats to be valid:  Approved by or checked with etc. "TL Dave", "TL Dave L" or "TL DL". Just writing "approved by TL" or "checked with TL" does not count as there is no TL name.

Kind regards,

Dave

From: Brian Sexton
Sent: 17 October 2019 11:13
To: CS Quality <[email-masked]<mailto:[email-masked]>>
Subject: Process Questions

Hi @CS Quality<mailto:[email-masked]>,

I have gotten two questions from TL Parvez in India.

  1.  If a customer calls us and they speak English on the phone but the system emails have gone to them in a different language, is it okay for the agent to send the after call email in English without getting caught for answering in the wrong language? (possibly the agent could be covered if they mention "buyer spoke English on the call, so I am sending the after call email in English" in their CIAN note.

  1.  If an agent has proactively decided that it's easier to resolve a certain case by making an outbound call and they attempt the call and the customer doesn't answer, are they allowed to send an after call email with the case resolution in it and wrap up the case, or, because they have made an unsuccessful outbound call do they need to make three further call attempts even though it was the agent who decided to make the outbound call in the first place? Also if the call banner is present and the agent has made an unsuccessful call attempt and sent an after call email with the resolution do they need to continue making call attempts?

Could someone please advise on these?

Kind regards,
Brian Sexton
Team Leader India
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