Subject: WI: Reminder
From: Akhil P Walia <[email-masked]>
To: "Demike Reon. Camino" <[email-masked]>, Claire C <[email-masked]>, Nella Jemino <[email-masked]>, jade Cuizon <[email-masked]>, dannevy Salvador <[email-masked]>, Rizza Pearl Saure <[email-masked]>, Samir Kumar <[email-masked]>, Anshul Pannu <[email-masked]>, Sumeet Kumar <[email-masked]>, Mayank Sehgal <[email-masked]>, Krishna Tiwari <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>, Ashish Sharma <[email-masked]>, Mohammed Waseem <[email-masked]>, Gaurav Tripathi <[email-masked]>, karen <[email-masked]>
Cc: Ruchi Johri <[email-masked]>, Subir Bikas Chakma <[email-masked]>, Gee Jay <[email-masked]>, Nyle Remo <[email-masked]>, Bernadette Ferrer <[email-masked]>, Siji George <[email-masked]>, Ankur Gupta <[email-masked]>
Date: Tue, 20 Dec 2011 01:43:30 +0530 (IST)

Hi All, 

Please be reminded. Below information is nothing new. But I think you need to be reminded about this. 

1. Always let the customers know our normal delivery time is 7 to 10 working days and guaranteed 21 working days. Many of you are not letting customers know about 21 working days and they come on call/chat complaining about the delay. 
Every customer who ask about delivery time must be informed about this w/o fail. 

2. Discount codes for special offers is mainly for agent use. Try not to give it to customer to extent possible. Only in extreme cases where customer is not willing to share card details, then you can. However, never under normal circumstances. 

3. Sale Made Case Origin - There are many operators who are blindly marking case origin to "Outbound call". If a customers is on chat and then you make an outbound call to close a sale. Then the case origin should still be "Chat" and not Outbound Call. Origin means the starting point. This is important. 

4. Adding free channels- No channel can be added free to induce a sale except for those which come as part of special offers that we have. Meaning agents can not decide and add free channels themselves. 

5. Change Plan Option: Attached find the document explaining the functions of "Change Plan" in backend. 

Regards 
AKHIL