Subject: UPDATE
From: Rajat Bhardwaj <[email-masked]>
To: Sumer Singh <[email-masked]>, Sheryl Cambronero Estrada <[email-masked]>, Cesar Livera <[email-masked]>, Kokora Laurel <[email-masked]>, Natalia Cabrera Castilla <[email-masked]>, Kunal Rastogi <[email-masked]>, Vijender Sharma <[email-masked]>, Sadaf Jamil <[email-masked]>, Josue Mussango <[email-masked]>, Lizbeth Lopez <[email-masked]>, Bhawna Bilwal <[email-masked]>, Sunny Mundriya <[email-masked]>, Vipin Rawat <[email-masked]>, Shiv dutt <[email-masked]>, D
Date: Thu, 17 Oct 2019 20:51:58 -0700 (MST)

Hi Guys, 

IMPORTANT INFORMATION: 

-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. 

-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 
Rajat