As a reminder, the agreed process is:
- The India VD Support team sends two emails to the client.
- If there is no response, they follow up with one call.
- If there's still no reply, the ticket is escalated via Slack to the UK team for further action.
What’s currently happening is that the India team is continuing to make multiple additional follow-ups, which is not sustainable and has resulted in tickets aging — in some cases for over a month — without resolution.
To confirm:
Once the India team has completed their part, the UK team must take ownership of the ticket. These should not be pushed back to India.
The UK team should then:
Make two phone calls,
Send one follow-up email, and If there is still no contact from the client, escalate to the Account Manager for next steps.
Please ensure this process is followed moving forward so we can improve response times and client engagement. Please acknowledge you have read and understood this message.
Let me know if you have any questions or suggestions