Subject: Training Ticket - WE 01/29/2016
From: Pritish Nandi <[email-masked]>
To: "Mondal, Joydeep" <[email-masked]>, "Thakur, Anjit" <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Jamal Ahmad" <[email-masked]>, "Mayank k . arora" <[email-masked]>, Rahul Pal <[email-masked]>, "Ramananda " <[email-masked]>, "Ravi Parkash . Gupta" <[email-masked]>, Shahnawaz Akbar Dar <[email-masked]>, "Sharad sharma" <[email-masked]>, "Sona Kala . Chakma" <[email-masked]>, "Surajit Bhadra" <[email-masked]>
Date: Sat, 30 Jan 2016 04:50:44 +0530 (IST)

Training Ticket - WE 01/29/2016 

From: Subir 

Date: Sat, 30 Jan 2016 at 4:49am 

Category: Training Tickets 

#113794 – Albert – Agent did not research enough regarding the offer click. Member stated that he did install it on either 24th or 26th Dec 2015, however we do not have any click for the dates. The closest date is for Jan 3rd. Agent should have confirmed member to check the confirmation email to confirm the date. Also Nielson Online offer can take up to 28 days to credit the account. So the time frame was not complete as well. member should have not been credited and should have been asked further questions. If the member would have been adamant or argumentative then this should have been escalated in that situation. But this was not the case. Albert has been fed back regarding the same. 

#118387 – Jack – Jack should have never responded to the member that the date he has given is incorrect. Instead he should have used “above 60 days-no click” canned, which he used lately however till that time member left the chat already. Agent took time to understand that he does not have the proper details to investigate it. Please help me understand if my assessment is correct or you would like to add something so that I can fed this back to agent. 

#114388 – Jim – Never applied the credit which is promised on the chat. Agent has to remember that this will result in repeat and angry member. This should not be missed in any circumstances incase if the agent has issues with manual crediting should be escalated to resolutions team and reported so that can be fixed. Jim has been fed back regarding this. 

#115455 – Jim – Agent did calculate the adjustment correctly and applied. Not sure if he wrote the description incorrectly.If yes than please share what needs to be done incase if this situation arises again. 

Shopping- 600.00+106.20+220.20=926.40 
Credited- 1.18+2.50+1.96+1.96+0.49+0.58+1.07=9.74 
2%of 926.40= 18.53 
Adjusted-8.788 

Regards, 
Pritish