1. Support staff to carry out the following activities in first half as discussed for their respective teams -
a). Track open tickets
b). Multiple tag tickets
c). Track CSAT
2. Tickets shall not be under open state unless assigned to the concerned team (LOPS/FOPS/tech).
3. Apart from asking the pre-post images/videos in POD denial cases, the agent will also ask for negative remarks on the POD as the absence won't help the seller to claim anything against the loss.
4. The agent will share the proactive information whenever required on the call.
5. The agent will ask the seller for CSAT on every FCR call/chat wherein; it is confirmed that the seller is satisfied with the resolution.
6. "D+8" refers to the general COD cycle which is now visible in the ICRM. For instance a seller is under a general COD plan then the same will be reflected in the ICRM as "D+8".
7. If the seller is adamant on speaking to the senior then the agent will positively transfer the call . The agent will only try once to ask for the actual reason but should be stuck on that point.
8. Cases to ED will be routed through only one individual's id and not through multiple ids. Further, the cases shall only go to ED in case the seller threatens to go on social media or becomes difficult to handle on the call or has called more than 4 times in a day.
9. Non fatal parameters have to be worked upon which includes call etiquette.
10. As discussed, while making the tickets with multiple AWBs the agent will use "Multiple tag" to add multiple awbs in a single ticket.
11. In case of damage, we will not commit any refund without investigation