Issue related to other categories

Basic Flow

Ask the customer about the concern and issue related to the category. Instruct the TL to create a ticket in the relevant category and inform the customer that a ticket has been raised with the appropriate team. Assure the customer that they will receive a callback within 15 minutes.
Once the relevant POD agent contacts the customer (via chat or call), inform the customer about the same and take closure for the ticket.
If the customer denies closure until the other POD issue is resolved, park the case for 24 hours and take a follow up until other category issues are resolved.
In case the respective POD agent provides a resolution to the customer, the assigned associate must call the customer. If the customer is unreachable the case can be closed. Ensure to make one attempt (two calls) before closure.
Do not refer and close the case directly without contacting the customer.