Subject: Working Relations - Update
From: Brian Sexton <[email-masked]>
To: Charanjit Singh Sandhu <[email-masked]>, Ashwinee Latchayya <[email-masked]>, Kritika Mirchandani <[email-masked]>, Worchuirin <[email-masked]>, Anurag Pradhan <[email-masked]>, Sagar Seth <[email-masked]>, Viney Stan <[email-masked]>, Urvika Chaudhary <[email-masked]>, Virat Joshi <[email-masked]>
Cc: Sinead Bartley <[email-masked]>, Stephen Blake <[email-masked]>, Robert Cosgrove <[email-masked]>
Date: Thu, 23 Aug 2018 12:01:56 +0000

Hi all,

Some important things to note to help working relations:

  *   Honesty - if you or the TLs are not happy about anything or if they have any concerns they can email or skype us, you are free to be honest and transparent with us

  *   We are so strict about subject lines, email etiquette, investigation because if we all work on this it makes our lives easier - if we are not somewhat strict with this then we are at the risk of all of our processes falling into chaos

  *   If an agent makes mistakes, we will send an email to Viraat and CC their TL - what do you want the process to be? how does the agent react?

  *   Flagging in the google doc, you must answer each column accurately, it's okay if you honestly don't know 'what needs to be done', please also take note of query resolutions from the past to ensure we are not getting the same queries flagged to us repeatedly

  *   If we see someone logging out early, ignoring the case history, or having a really low email count we are allowed to be strict about this as it's disrespectful to the company and to our customers, in the end we are all on the same Team

  *   We want everyone to be on the same page and working at the same standards in Limerick and in India, you mustn't be afraid to ask questions and neither should the agents given that they have investigated the case and prepared their email

  *   If you feel you or anyone has been treated unfairly by us you can email or Skype us.

Let me know if you have any feedback or questions.

Kind regards,
Brian Sexton
Outsourcing - Leadership Program
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