Subject: Borderlinx Errors
From: Saurabh Dadu <[email-masked]>
To: "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, "Juniel P. Tumiampos" <[email-masked]>, Karla Cabarse <[email-masked]>, Jorge Kho <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, vikas Adhikari <[email-masked]>, Parag Chaturvedi <[email-masked]>, Prayas Kumar <[email-masked]>, Akhil P Walia <[email-masked]>, Subhash Kumar <[email-masked]>, Subir Chakma <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>
Date: Mon, 25 Feb 2013 01:51:09 +0530 (IST)

Dear All, 

I've checked several chats and tickets on Borderlinx today, and found that we all together are doing a very poor job. Most of the mistakes people are making are not because of lac of knowledge, but because of simple carelessness. Moving forward, we will have a very strict ZERO tolerance policy for mistakes on Borderlinx. If you are taking things easy, please buckle up. You will be reprimanded, or may even be asked to leave the process or your company for carelessness. 

We are all here to ensure that all the clients of Borderlinx are satisfied with the service. 

Some of the common mistakes you make: 

1. Not check the history - It is important to check the complete history of the customer before taking an action or sending emails 
2. Not reading the notes carefully 
3. Not writing complete notes - you put incomplete or useless information in notes based on which no action cannot be taken 
4. Put the tickets in wrong queue 
5. You are selective in tickets you take - you either take them by searching, or if you take it properly, you don't know the answer or you find it difficult, you are simply re-queuing them. This will not be acceptable. If you took a ticket, you must work on it, I cannot see people putting tickets in queue all the time. If you don't know an answer - call up someone and ask. If no one is available to help you, Put the ticket in L2 queue in LivePerson - with proper notes. NO ONE WILL EVER RE-QUEUE TICKETS BACK TO PENDING INTERNAL EN1. If you are sending a ticket to L2, Be sure there is a reason, not because you don't feel like doing. We will judge your competency based on it. 
6. Not leaving notes at the end of chats 
7. If a chat is longer than 12 mins - it must be transferred to a supervisor - EVEN IF THE SUPERVISOR IS BUSY - THEY MUST MAKE THEMSELVES AVAILABLE, NO EXCEPTIONS 

Lets all be more careful and honest to our jobs. There are some people who are doing exceptionally well, and other not. 

Together we can make things work. 

Regards, 

Saurabh