Subject: BLX Imp Update
From: Subir Chakma <[email-masked]>
To: "Kaeiara Blythe R. Delfino" <[email-masked]>, "Arlene A. Putot" <[email-masked]>, Karla Cabarse <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Abegail Ortega <[email-masked]>, Nyle Remo <[email-masked]>, Jorge Kho <[email-masked]>, Parag Chaturvedi <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, vikas Adhikari <[email-masked]>, Subir Chakma <[email-masked]>, Subhash Kumar <[email-masked]>, Akhil P Walia <
Cc: E ganin <[email-masked]>, Subir Chakma <[email-masked]>, Akhil P Walia <[email-masked]>
Date: Sun, 24 Feb 2013 17:18:42 +0530 (IST)

Hello Team, 

There are too many ongoing quality issues in Blx. Some are listed below and must be strictly followed/maintained. 

Incomplete/Missing Notes: 
All tickets that are kept for follow-up (Internal Pending), Transferred to other Skill/person, must accompany with a complete/clear note on the issue. This is more relevant in Claims/other complicated issues that one is handling. This will enable other person reviewing same case to understand the issue at a glance. 

Every Phone call you make, should be with a Note for future reference on the case. 

Supervisor/manager Tickets: 
If you need to re-assign very critical case to supervisor/manager, please transfer the Ticket to Individual Queue in the Liveperson along with proper note on the case. You may also send external reminder through Zimbra. 

Please note this should be done under exceptional condition ONLY. 

No Unnecessary Transfer of tickets: 
Everyone must NOT transfer, keep pending, or assign to different skills unnecessarily. Everyone MUST resolve the Tickets they come across, no matter how much time it may take, no matter how difficult it is. 

If you need assistance contact on duty supervisor/manager but after your proper research on the case. 

One point contact and resolution: 
Ensure that any customer contacting us should have all his issues addressed properly and efficiently. Do not play with them concerns. This is very very important and will be strictly observed. All your emails/chats should be complete with relevant information/resolution to customers concern. 

Efficiency: We must improve our efficiency. All are old enough now in the process. We must keep the Tickets queue under control. 

Any further clarification CALL ME - +91 9716481117. 

Rgds Subir