Subject: Schedule Adherence and Quality
From: Sankarshan Rajan <[email-masked]>
To: Viagogo Group <[email-masked]>
Cc: Team Lead <[email-masked]>
Date: Wed, 6 Nov 2019 23:48:06 -0700 (MST)

Hi Team, 

This email is regarding the following points on which we are being lacking since a long time. 
1: Unscheduled Leaves 
2: Quality performance 

Unscheduled Leaves: In the past two months we have seen agents taking a lot of unscheduled leaves which has hampered the overall team performance as well as the business. Moving forward each unscheduled leave has to be explained clearly why taken and agents should avoid taking unnecessary unscheduled leaves. Any kind of leave request should be informed to the respective Team Leads first and they would further check and respond about this. 

Please note: Every Unscheduled Leave would be dealt with strictly moving forward. The Leave has to be informed to your Team Lead directly first. Please ensure you have your Team Leads number. 

Quality Performance: The quality performance has again taken a hit and the reports look really bad. The major errors we have received shows Auto Fails have increased and we are being marked for poor investigation and not taking actions on a case when required. As you Team Leads might have confirmed this yesterday the major audits are being done on the Guarantee Claims cases. 

> I Need every agent's undivided best on the Guarantee Claims cases. Please ensure you follow the process as per OLS and do not take any action outside the process without TL approval. If you have made any exception on the case a TL approval is needed and you need to make sure this is mentioned in your CIAN notes. 

> Every agents must have OLS opened on their system with the CSL Tabs and has to refer to the OLS while handling such cases. 

> Please ensure we show improvement on the quality reports starting from today itself and reduce the errors made on the cases. 

I want all of you to ensure these points are followed without any further delay. @Teamleads: Please ensure you share you number with your team members today itself. 

Kind Regards, 
Sankarshan Rajan