Subject: FW: OLS Quizzes for All Agents
From: Brian Sexton <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, Worchuirin M <[email-masked]>, Sagar Seth <[email-masked]>, Kritika Mirchandani <[email-masked]>, Charanjit Singh Sandhu <[email-masked]>, Anurag Pradhan <[email-masked]>, Ashwinee Latchayya <[email-masked]>, Viney Stan <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Virat Joshi <[email-masked]>, Jana Garbe <[email-masked]>, Maiwenn Gouthe <[email-masked]>
Date: Fri, 12 Oct 2018 15:14:19 +0000

Hi everyone,

Starting next week in order to improve quality and to give agents a refreshed on our processes we will be doing daily quizzes. Please note these will be graded, reviewed and monitored closely and underperforming agents will be addressed.

Each quiz will have a 15 minute time limit to complete. It will start at the times below in the timetable, it should be as follows, agents have 20 minutes first to read the module then they have 15 minutes to complete the quiz. So, if an agent has a quiz at 12:00 they will read the module from 12:00-12:20 and then take the quiz from 12:20-12:35.

Before starting the quiz the agent will be able to review the module. They can keep the module open in a different tab and refer to it while they are doing the quiz, i.e. these are 'open book' quizzes.

There are sixteen quizzes and they should only be done on weekdays, so this should take 16 business days to complete. Jana will inform Urvika when to begin this programme, probably Tuesday.

Quiz ->

CSL

Policy Knowledge

Life of an Order

Fulfilment

Shipping and Delivery

Cancelled/Postponed Events

Teams

LMS

Wrong Tickets

Payments

Alternative Delivery Plans

Brazil Market

GDPR

CIAN Exercises

ES/DE/TR Football

IT Football

Team Jaipur - Mike

17:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

11:30

Team Mumbai - Sagar

19:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

12:00

Team Agra - Kritika

15:00

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

12:30

Team Goa - Charanjit

16:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

13:00

Team Delhi - Anurag

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

22:00

Team Kolkata - Ash

16:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

13:30

Team Shimla - Viney

17:00

15:00

15:00

15:00

15:00

14:00

14:00

14:00

14:00

14:00

14:00

14:00

14:00

14:00

14:00

14:00

@TLs - you need to have huddles with your teams on Monday, explaining what we are doing, informing them of the schedule and reminding them how important these quizzes are, we don't want a repeat of the Ed Sheeran quiz where we were the lowest performing team in the company. These quizzes are important and you are competing with other offices in the company, we want to be the best!

If someone fails a test, they can re-take it 120 minutes later.

If someone misses a test please inform Urvika, Urvika will then inform Jana at the EOD.

@Urvika Chaudhary<mailto:[email-masked]> - Jana will tell you when the quizzes are released, then you'll just need to tell all the TLs to follow the schedule.

Kind regards,
Brian Sexton
Outsourcing - Leadership Program
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