Subject: Fw: Summary - 23.08.18
From: Virat Joshi <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, Sagar Seth <[email-masked]>, Viney Stan <[email-masked]>, Ashwinee Latchayya <[email-masked]>, Charanjit Singh Sandhu <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>
Date: Fri, 24 Aug 2018 11:09:46 +0000

Hi Team ,

Please review the meeting points discussed with Limerick and needs to be implemented immediately.

Any questions - Please approach me for clarification.

Thanks

________________________________
From: Robert Cosgrove <[email-masked]>
Sent: 23 August 2018 19:02
To: Virat Joshi
Cc: Brian Sexton
Subject: Summary - 23.08.18

Hi Viraat,

To recap on today’s meeting:

VGL POC:

  *   We will be more direct in our answers to your queries.
  *   If we feel we have repeated the same instruction more than once, it will be flagged to the AM.
  *   We will not be adding any wrong cases or mistakes to the Skype group going further. It will be sent in an email to Viraat and Brian/Rob CC’d. (It will be Viraat’s responsibility to make sure the issue is addressed)
  *   We will inform you at the end of each day who will be POC on the next day. Night shift team should email the POC on the next day, so we can have them answered early.
  *

LSM:

  *   Team Leads are to push back on agents if the email does not have all the information in it.
  *   Team Leads are to push back if the Subject Line is incorrect. It’s a team leads job to assist/coach/mentor an agent. Not to investigate their cases and type their emails.
  *   Team Leads are to suggest an action on every case flagged on the Google Doc or at least put your opinion “ I think its ABC”. Otherwise write “I don’t know the answer to this” and we may need to do additional training on some modules.
  *   It’s vital you continue an email thread. If emailing us or another department regarding a case you already have a thread on. Add to it, so we can track the full history.

Additional Points:

  *   Agents should never email VGL POC’s directly.
  *   Agents should send an email with a full investigation and a request whether it be to send to SS,LMS,POC.
  *   Team Leads shouls only forward on emails that make sense and have all the information, if not send it back to the agents.
  *   All queries should go on the google doc, expect SS Esc,Fraud,ECC,Media issues or if a VGL employee leaves a note stating to contact them

Kind regards

Robert