Subject: Re: Borderlinx new policies- IMP & Urgent
From: Subir Chakma <[email-masked]>
To: betty <[email-masked]>, "Dhananjay Mishra" <[email-masked]>, Sami Ben Younes <[email-masked]>, Ankush Kumar <[email-masked]>, "Eman Sharafeldein" <[email-masked]>, "Jaspal singh" <[email-masked]>, Kelsey 01 <[email-masked]>, Kishan Kumar <[email-masked]>, Majed Alkanad <[email-masked]>, Pankaj Singh <[email-masked]>, Probina Chakma <[email-masked]>, Rahul Kumar <[email-masked]>, Shradha Tara Chatterjee <[email-masked]>, Suhrid Barai <[email-masked]>, "Sumit Gogia" <[email-masked]>
Cc: "Venkataramana Dova" <[email-masked]>
Date: Sun, 4 Sep 2016 22:13:03 +0530 (IST)

Hello, 

Please find format to submit shift report by shift-in-charge. Proper hand over is necessary. Any issue with agents behavior or non-compliance must be reported. 

Subject: Borderlinx new policies- IMP & Urgent 

Hello Team- 

As discussed in the meetings last Thursday. 

Break roster - 

This will be starting Monday, Sep 5. 

Shift-in-charge will be responsible to implement. You can find it on the last tab- after Slots. Suggestions/Feedback will be most welcome. 

Escalation Templates- 

Effective starting Monday, Sep 5. 

For now sending in draft format. This must be used by all. Will try to update them on Zendesk. This will be covered under CTA for those not complying. 

CTA- 

Effective starting Monday, Sep 5. 

Please review the T&Cs in the attached file. This will be strictly implemented. 

Process allocation- 

Please review the shift-in-charge who are responsible to manage the shifts, implement break time, distribute/manage tickets etc.. 

I need the pairing of agents from your respective shifts to handle AE tickets smoothly without any delay. Please implement immediately from tomorrow morning and send me the list as well. 

Regards