Subject: Case Handling
From: Sankarshan Rajan <[email-masked]>
To: Viagogo Group <[email-masked]>
Cc: Team Lead <[email-masked]>
Date: Fri, 13 Sep 2019 02:12:51 -0700 (MST)

Hi Team, 

Quite recently we have got a complete Quality Audit report. As you might have already been informed by your Team Leads we have received major number of Red Flags just due to the reason that agent is not changing the Subject Line in time or correctly and agents are not calling the customers where needed even if there is a banner. 

To be on point on this we need to ensure these mistakes are corrected without fail immediately. These are basic things which we have gone through with all agents and are easily rectifiable. To avoid any other confusion please follow the below structure from now on. 

    * Read Complete Case history and understand the case before taking any actions on it. 
    * Change the subject line to the most relevant as per the buyer's query. 
    * Email or call the buyer to resolve the issue. Give correct and complete information to the buyer. From now if a customer has contacted us twice for the same query the agent would need to call the customer to resolve the issue. The call should be made on second contact itself so that we are on point on the call ownership parameter and do not receive any Red Flag on it. 
    * Re confirm you have correct actioned on the above points before you close the case. 
    * Close the case with a complete and clear Cian Note. C: What was the customer's query in your words and a brief of it. Please do not use the default template that come in C as er subject line. I: Checked case history, Please mention the time to the event, Transaction state and Delivery plan compulsorily, After this please mention what investigation you have done on the case. 
    * A: Please explain firefly what you have advised the customer on call or email. Please ensure you have explained your actions on the case before closing it so that we avoid Red Flags on this. 
    * N: Correctly mention wrap up/Follow/ Escalate if needed. Please ensure you are escalating the cases correctly and to the correct team. Further more we just want you guys to starting auctioning cases correctly as per the parameters on which we are being marked so as to avoid any more Red Flags. We are always here to help you guys out with this and would just you guys to follow up this and get the cases down correctly. Looking forward for a better performance from all of you as you all are definitely capable of it. Just giving a little more time on each case with complete focus is going to get these issues resolved. You can come to me directly and speak to me in cases you have any questions or concerns. Kind Regards, Sankarshan Rajan