Subject: Red Flag
From: Sankarshan Rajan <[email-masked]>
To: Viagogo Group <[email-masked]>
Cc: Team Lead <[email-masked]>
Date: Tue, 17 Sep 2019 06:27:25 -0700 (MST)

Hi Team, 

After the session we have had regarding the Red Flags our team is still lacking behind on the parameters discussed. The cases are still not being done the way it should be as discussed. 
I need all of you to ensure starting with immediate effect you guys follow the structure that has been emailed also keep the attached parameters in mind while doing the cases. 

Apart from this please check the below mentioned points which should be corrected immediately: 
1: Agent did not address all of the customer's queries, Start replying the customers query in full and start calling the customers if they have multiple queries. 
2:: Make sure when you have spoken to the customer on call you are sending them an email with the brief description of what has been discussed on the call with the available blurbs. Please ensure you send after call blurb and the description of the call in one email and not send the buyer multiple emails. 

If you have any doubts related to a case or if you need to confirm something about any case please ensure you check with the available TL on the floor and then action on the case. 
Before taking any actions on a case I need you guys to understand the case in full. 

Please start making this a habit start right now and action every case as per OLS. Right now the case queue is low hence we have ample time to ourselves to concentrate and focus on the cases and make sure we are handling them correctly. 

Please ensure you follow the parameters mentioned on the screenshot strictly and make sure these errors are not repeated on the case. We all need to follow this strictly without fail to avoid any more Flags and to stay on top of our work. 

Kind Regards, 
Sankarshan Rajan