Subject: RE: Quality report Oct' 2020
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, seeta.seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Escalations Dxbteam <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Sun, 1 Nov 2020 08:53:47 +0000

Hi Shakeeb,

Please find below quality score for the month of October’ 2020 and points which we had discussed during calibration.

  *   Proper tagging of calls and chats should be recorded, especially in case of account category.
  *   If any chat wherein in customer in not responding and it is getting reopened after sometime, then current agent need to re-tag it again as per the customer’s concern with selecting current agent name as well.
  *   While selecting product, no need to select brand name that consist of project name. For ex. If issue of CP KSA, then project should be KSA and product should be Centrepoint instead of Centrepoint KSA. We are in process to remove project that consist country name.
  *   Customer’s email/chat date need to be entered correctly in audit sheet.
  *   Audit type and agent name are not selected properly should be accurate in the audit sheet as it can change score of particular agent.
  *   As per our discussion LSM had completed worked on back log, we will be needing two audit/day per agent.
  *   Please do not guide or re-direct any customer to store except for RTS. This will be closely monitored at our end.
  *   Share the documented and verbal feedback with agent who had scored fatal and are below benchmark.

Agent name
Score
Abhishek Bargaonkar
95%
Rehan Khan
95%
Manish Kumar
94%
Shivani Rani
93%
Haedar Mohammad
93%
Nitesh Singh
92%
Algaili Ahmed
90%
Nikhil Bishnoi
90%
MD Tawfik
88%
MD Shafeeque
87%
Ezzaldeen Mahyoub
87%
Asjad Hussain
86%
Abdulqader Ahmed
84%
MD Ataullah
83%
Hemyar Nasser
81%
Ebrahim Qasem
81%
Ali Atef
79%
Hafizullah
76%
Ala hamood
75%
Ammar Asif
74%
Grand Total
87%

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

From: Shakeeb Arsalan <[email-masked]>
Sent: Sunday, October 18, 2020 2:21 PM
To: Mohd Imran <[email-masked]>
Cc: seeta.seeta <[email-masked]>; Fauzan Ahmad, Musalman <[email-masked]>; Apoorv Joshi <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Escalations Dxbteam <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Quality report Oct' 2020

External email sender, please take precaution.
Hi Imran,

Thank you for sharing the feedback with us,
Will keep on following up with all the Agents in order to improve the Quality of their Emails / Chats and exceed the Benchmark.

And regarding the point you have mentioned, We have already gone through the same with all of the agents and will keep on following up with them to make sure everything is covered thoroughly.

Regards
Shakeeb
________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Seeta Seeta" <[email-masked]<mailto:[email-masked]>>, "Fauzan Ahmad, Musalman" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "escalations dxbteam" <[email-masked]<mailto:[email-masked]>>, "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Sunday, October 18, 2020 1:24:03 PM
Subject: Quality report Oct' 2020

Hi Team,

Please find below quality score for the month of October’ 2020. Good to see that we have achieved our required benchmark. Let’s sustain this and try to keep it in an increasing trend.

We need to  maintain this quality level on all interactions whether they are being audited or not. And focus should be on agents with below 85 % score. We can increase their count of audit by which we will be able to get more and more scope for improvement.

Below are the points which we had discussed during calibration.

  *   “Feel free to get in touch” statement should be in a new paragraph and line while replying on emails.
  *   No need to mention agent’s name while doing a closing in chats.
  *   Tracking link should be shortened and has to be in a new and different line.
  *   Whenever we are sharing any of our website URL, it has to be correctly mentioned. Through which customer can easily access the website by just clicking on that.
  *   Spelling of “apologize” should be rectified in all chats and emails templates.
  *   Agent need to stop sharing repetitive replies. There should an improvisation and humanly touch in the statement.

Agent name
Email Score
Haedar Mohammad
96%
Rehan Khan
94%
Manish Kumar
94%
Abhishek Bargaonkar
94%
Shivani Rani
93%
Nitesh Singh
90%
MD Tawfik
88%
Algaili Ahmed
88%
Ezzaldeen Mahyoub
86%
Nikhil Bishnoi
86%
Abdulqader Ahmed
86%
Asjad Hussain
85%
MD Shafeeque
84%
Ebrahim Qasem
82%
Hemyar Nasser
81%
MD Ataullah
80%
Ali Atef
79%
Hafizullah
76%
Ammar Asif
74%
Ala Hamood
67%
Total
85%

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com