Subject: Inbox Dollar - Quality issues
From: Subir Chakma <[email-masked]>
To: "Pawan S. Nikumb" <[email-masked]>, Manish Tomar <[email-masked]>, Harish Chauhan <[email-masked]>, Shivam Umar <[email-masked]>, romesh singh <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, M ramananda <[email-masked]>, Jitendra Kumar Mahato <[email-masked]>, Suraj Prakash <[email-masked]>, Binod Joshi <[email-masked]>, "Jasmeet S. Rai" <[email-masked]>, Sona Kala Chakma <[email-masked]>, Devendra Madan <[email-masked]>, "amar kumar. chaudhary" <[email-masked]>
Cc: Shumona Banerji <[email-masked]>, "Akhil P. Walia" <[email-masked]>
Date: Thu, 10 Oct 2013 15:46:33 +0530 (IST)

Hello Team, 

All of you marked out, please reply to Andy with your reasons and apology. 'Sorry' is NOT enough for such repeated mistakes. You need to ensure you avoid such mistake in future . 

Andrew Alsdurf posted a new message: 
Training Tickets 10/09/2013 

LTK12182026491413X /LTK12182026492366X/LTK12182026582449X – Jasmine – These Peanut Labs Surveys were not entered correctly. The description you should use is “Peanut Labs Surveys – d/m/yyyy”. In each of these tickets, you did not capitalize “Peanut Labs Surveys”, and left the “s” off of “Surveys”. These are small errors, however, making any errors when entering credit can lead to double-crediting, so please be more careful when entering credits. Thank you! 
Jasmeet: Be careful while entering credit. This has been discussed several times, and must be avoided as it causes lot of wrong credit to Cx, and loss to company. 

LTK12182026461754X /LTK12182026503354X/LTK12182026567391X – Simon/Harry – Both of these tickets were not properly released by you. Instead, they were left in your queue when you logged out of LivePerson. As a result, they were returned to the Chat Response queue and awaited a response. This is a problem for two reasons. 
1) It takes time from me or Allison to reread this ticket with intent to provide assistance, only to find out that the ticket was already finished and needs no assistance. 
2) If the ticket was not properly released, this means you did not fill out the Operator Survey. The Operator Survey is very important ; it is how we know what Members are Chatting with us about. Failing to fill out the Operator Survey will damage our ability to identify technical errors or policy changes. 
I have since resolved these tickets to the Resolution Center. Please be more careful about completing the Operator Survey and resolving the ticket when you are done. 
Simon/Harry: All chats MUST be released by filling operator survey. No question asked. Should there be any PC shutdown, sudden LP logout etc..the Chat ticket will remain in your workspace. You must take the ticket back and release or re-assign them to relevant department properly. Any further confusion, feel free to clarify with me please. Last warning on this. 

LTK12182026412937X – Harry – This ticket was taken by Harry at approximately 12pm on October 5. Instead of transferring back to the Resolution Center, he let the ticket sit in his queue. It sat in his queue for almost 24 hours before LivePerson put it back in the Urgent queue. This is not acceptable; it causes us to delay replying to a Member who may need a response. This is especially unacceptable in relation to the Urgent queue – Members in the Urgent queue need immediate responses. If this had happened late on a Thursday night or on a Friday, our response could have been delayed up to 3 days. 
If you accidentally take a ticket, you MUST put it back where it came from. If instructions are needed on how to do this, please let me know. However, it is not acceptable to leave a ticket in your queue if you accidentally take it. 
Harry: This Ticket was ticket from Urgent Queue, and then left in the workspace to rot. I need to know WHY the ticket was taken, and secondly, why it was left in the workspace. Such ticket should be always re-queued back to where it was or relevant dept. 

LTK12182026757122X – Simon – First off, the information you gave the Member was incorrect. If a Member has previously received payment via Visa Cash Card, they can have future payments loaded to that card. Please review our Training on this topic, posted on June 27, 2013. 
However, you also told this Member you would investigate, but you never escalated her ticket. Without further action on my part, this Member never would have received any resolution, and would have had incorrect information. You need to be very careful to always escalate inquiries that you tell the Member you are escalating. 
Simon: This is basic that any escalation promised must be fulfilled. Why it was not done? Please review training sheet. Ramanand please check what wrong information was provided to Customer and HOW it should be. 

LTK12182026784113X – Pepe – You did not answer this Member’s question at all. Instead you answered completely unrelated questions. 
This Member asked you what an email ID was. Instead of telling him you meant the email address the referral email was sent to, you told him about how our referral program works. This had absolutely nothing to do with his inquiry and it made him mad, which is why he asked to speak to a Supervisor. 
You need to be careful to make sure you understand what the Member is asking. Members will sometimes ask a question in an unexpected way – if you are not sure what the Member wants to know, you need to ask questions to better understand, rather than giving an answer to the wrong question. 
Pepe: You must be careful with your responses. It is more important to understand what is the customer query, or concern. Unless you do so, you will end up by gi ving wrong or irrelevant responses; as this one . Ramanand please review the chat. 

Rgds Subir