Subject: Re: Feedback related to agents replies
From: Shakeeb Arsalan <[email-masked]>
To: Saurabh Dadu <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Abdulmajeed <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Tue, 22 Feb 2022 10:58:42 -0700 (MST)

Will arrange the call tomorrow with everyone. 

Please confirm the timing! 

Regards 
Shakeeb 

From: "Saurabh Dadu" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Abdulmajeed" <[email-masked]>, "Deeksha Dadu" <[email-masked]> 
Sent: Tuesday, February 22, 2022 8:12:12 PM 
Subject: Re: Feedback related to agents replies 

Shakeeb - we were talking about the Quality today - and here we go. 

I need a call with these agents, and all supervisors tomorrow first thing. 

Saurabh Dadu 
LiveSalesman 
India: +91 120 4332621 x 17 
US: 1 240 949 2437 
Cell: +91 9810175203 

From: Mustehsan Siddiqui <[email-masked]> 
Sent: 22 February 2022 9:39 PM 
To: Mohamed Mahmoud <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; [email-masked] <[email-masked]>; Saurabh Dadu <[email-masked]> 
Cc: Jessie Caparas <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]> 
Subject: Re: Feedback related to agents replies 
+ Saurabh. 

Get [ https://aka.ms/AAb9ysg | Outlook for Android ] 

From: Mohamed Mahmoud <[email-masked]> 
Sent: Tuesday, February 22, 2022, 7:29 PM 
To: Shakeeb Arsalan; Apoorv Joshi; Manish Kumar; [email-masked] 
Cc: Mustehsan Siddiqui; Jessie Caparas; Imran Masih; Malik Ismail 
Subject: Feedback related to agents replies 

Dear Team, 

here are a few cases that have been noticed related to agents replies through FD. 

1 st case : CST had an order since 19 Dec 2020 which is a Crib and she noticed that there is a missing part but after a year and half of use, 

So Cst came up to one of the agents asking for help and the agent just provided her with the normal return policy which is doesn’t make any sense, 

Hence it sounds like really poor communication, however, agent could have told her we will check and let u know If anything in hands we can do. 

Moreover, this going to affect our CSAT as well. 

FD Tkt : 3807539 

Order : 6255865855 

2 nd case 

Cst received a wrong order and was asking to get the correct one instead, however as per the policy we are able to return the whole order 

And do a refund, however agent didn’t advise the cst with our policy she just kept informing her that one of the concerned Team, 

Will communicate with you through email to sort this out, at the end of the conversation with the Cst agent advised the cst to call us in the morning to be able to talk 

To one of the supervisors however customer Didn’t ask even to call any supervisor, seems that the agent doesn’t have the ability to handle the cst’s issues. please pass these two cases with the agents and make sure to avoid such poor service. 

FD Tkt : 3695104 

Order : 6375864609 

Thanks, 

Mohamed Ali 

Escalation Desk - WebTeam. 

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