Subject: Fwd: Audit Dispute: (Matondo Blessing)
From: Parvez Alam <[email-masked]>
To: Viagogo Group <[email-masked]>
Date: Thu, 19 Dec 2019 23:49:35 -0700 (MST)

Hi Team, 

FYI, 

Kind Regards 
Parvez Khan 

From: "Rafael Contreras" <[email-masked]> 
To: "CS Training" <[email-masked]>, "CS Quality" <[email-masked]>, "Brian Sexton" <[email-masked]> 
Cc: "Parvez Alam" <[email-masked]> 
Sent: Thursday, 19 December, 2019 22:09:20 
Subject: Re: Audit Dispute: (Matondo Blessing) 

Hi all, 

The 'Ticketmaster Mobile Transfer' page has been slightly adjusted to the following: 

    * This to be more specific that the examples and content in referenced page are applicable for US events/transfers and that should it be any other GEO, they should register under the website of that GEO. (i.e. if event in UK to register on ticketmaster.uk). 
If there is anything else needed, please let me know. 

Kind regards, 
Rafael 

From: CS Training <[email-masked]> 
Sent: Thursday, December 19, 2019 4:12 PM 
To: CS Quality <[email-masked]>; Brian Sexton <[email-masked]>; CS Training <[email-masked]>; Rafael Contreras <[email-masked]> 
Cc: Parvez Alam <[email-masked]> 
Subject: RE: Audit Dispute: (Matondo Blessing) 

Hi all, 

We currently have two pages available on Ticketmaster Mobile Transfer: 

    * Generic page where the US is specifically addressed – as all scenarios are addressed regarding US address etc…. 
    * Troubleshooting page where the below can be found 

Below the customer had an issue accessing their account – therefore here, it is not a generic set-up question but much rather should have lead the agent to check the Troubleshooting page . 

That being said, we are currently reviewing the content of this particular module but waiting for further approval for the changes to be made. 

[ mailto:[email-masked] | @Rafael Contreras ] will make a side note on the page queried below that the GEO must always be confirmed. 

[ mailto:[email-masked] | @Brian Sexton ] Would you mind sharing the following link with IN TLs so they can advise their agents to refer to the Troubleshooting page where required? [ https://ols.talentlms.com/unit/view/id:6666 | https://ols.talentlms.com/unit/view/id:6666 ] This is the link for the IN Wiki. 

Kind regards, 

Jana 

From: CS Quality 
Sent: Thursday 19 December 2019 16:02 
To: Brian Sexton <[email-masked]>; CS Training <[email-masked]> 
Cc: Parvez Alam <[email-masked]> 
Subject: Re: Audit Dispute: (Matondo Blessing) 

HI Brian, 

TL David is checking all the auto fails. If agents were wrongly marked, the audit will be removed. 

[ mailto:[email-masked] | @CS Training ] could you please help here as TL informed that wiki is not up to date and agents are not following the procedure because of it. 

Regarding the agent following what is on the wiki. 

    * Buyer is from UK 
    * Seller is from UK 
    * Event is in UK 
    * Banner that order was purchased in UK 

The agent should have advised buyer to create an account on ticketmaster.co.uk 

The information below was last updated on 27/11/2019, the agent received a call 13/12/2019. 

[ https://internal-ols.talentlms.com/unit/view/id:6660 | https://internal-ols.talentlms.com/unit/view/id:6660 ] 

Kind Regards, 

Qa Team 

From: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 19 December 2019 10:24 
To: CS Quality < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Parvez Alam < [ mailto:[email-masked] | [email-masked] ] > 
Subject: FW: Audit Dispute: (Matondo Blessing) 

Hi [ mailto:[email-masked] | 
@CS Quality ] , 

Could this audit please be reviewed? 

Agent didn’t handle the call that well, but the call escalated and became more difficult to handle because the agent was following out of date information on the wiki. 

Kind regards, 

Brian 

From: Parvez Alam < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday 19 December 2019 10:19 
To: Brian Sexton < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Audit Dispute: (Matondo Blessing) 

Hi Brian, 

TID: 23605078 

Work Item ID: 17993086 

Agent Name: Matondo Blessing 

Reason for review: Communication with a customer via call or email in an unprofessional manner. 

Buyer called in chasing tickets and the delivery plan for the order was TicketMaster Mobile - Ticket Transfer. Agent advised the buyer on call to create a ticketmaster account with US address, buyer was questioning why he needs to use US address if the event is in UK. Agent handled the call patiently and convinced the buyer at last that to use US address. 

Auditor's Remarks: 002- Agent did not investigate correctly as they are advising buyer to create a US ticketmaster account based on what was sent to him on the email. 

Agent followed the OLS and was misdirected, agent should have checked the comms update. However, we would still like the OLS wiki to be updated. We understand that the auto-fail will probably not be removed, however we think it is important to remove this out of date information from the wiki. Screenshot has been attached. 

Can this please be reviewed. 

Thank you for your consideration. 

Kind Regards 

Parvez Khan