Subject: Auto Fails and Quality scores
From: Sankarshan Rajan <[email-masked]>
To: Viagogo Group <[email-masked]>
Cc: Ashish Dabral <[email-masked]>
Date: Wed, 20 Nov 2019 23:50:39 -0700 (MST)

Hi Guys, 

The past weeks of November shows we have had a really bad Quality Score and the reports also do not show any improvement in our scores in any of the Weeks. 

We have already given ample amount of feedback to all of you and also have emphasized enough how important the quality is. The amount of Auto Fails is at a concerning number which is bringing the whole team score down. This being said I need you all to go through the Auto Fail criteria again and make sure no one is committing any errors like this from now on. 

Auto Fail: 

> Answering an email where a customer has sent one email with multiple questions and each question is addressed with separate emails: At all times you need to send only one email to the customer and not multiple emails. If you have sent an email which is incorrect/incomplete, make sure you send error email and the correct email together after that. You also need to clearly specify on the Cian notes why you did this. 

> Case (emails/calls) and escalations where work items are wrapped up without taking any action: No Case, emails or workitem should be closed without taking any action on it. 
If you have a case where no action is needed you need to get TL approval on it and mention that on the Cian. Until TL approves you to close the case without action you are not supposed to wrap up the case. 
> Communication with a customer via call or email in an unprofessional manner. This scenario can include many other things in it. However please just ensure every email, call that you attend is dealt with professionally and make sure the format of the email or the call handling is perfect. 

> Sending a customer a response in the incorrect language, or sending a response to the customer which is totally unrelated to the query: Every customer might not speak English. Hence you need to check the emails sent by us to the customer and if any email from the customer itself to determine which language the customer might speak. If you are unsure you can always check back with the Team Lead. However make sure you do not send any email to the customer in a language which the customer might not speak. 

Blurb Usage has to be absolutely correct. Any unwanted blurb or reply to the customer on call or email would be incorrect. Please make sure your investigation is correct and you have fully understood the case before you give the customer a resolution. 
> Sending one of our investigation blurbs to the customer then wrapping up the case: This scenario is one of the most common errors seen on the agents cases. 
Agent have been seen wrapping up cases stating another agents is following up or unnecessarily sending working blurb and wrapping up the case. Please take a note that when you send working to a customer it means they would be waiting for an answer and if you wrap up the case after that then the case would not open u on any other agents tool and might be left un-actioned. Whenever you send working blurb to the buyer please make sure you are either escalating the case to a different team or following up to get a confirmation on further actions. No case should be wrapped up after sending the working blurb. 

> Critical - Requires Immediate Action: This includes any urgent case where event is a few hours away or really close and the agent has not taken appropriate actions on the case. You need to make sure on such cases you take immediate actions necessary to resolve the case. If you are unsure about it you can always flag this to your Team Lead to check what further actions are to be taken. However, please make sure you are not sitting on such cases and are forwarding it your TL to get the cases resolved. 

These are some of the most important Auto Fail which we are getting marked on everyday. If you have a question on this please make sure to check with your Team Lead.. 

The Scores really need to improve starting today and I need you all to focus and make sure that you do not get any error especially an Auto fail. 

Kind Regards, 
Sankarshan Rajan