Subject: Re: KSA C-SAT
From: Apoorv Joshi <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Alanzi <[email-masked]>, Naif <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Jessie Caparas <[email-masked]>, malik ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Mon, 25 Jul 2022 07:29:55 -0700 (MST)

Hi Imran, 

Thank you for your email. 

We have started doing DSAT audits post the meeting and the feedback regarding the cases is also being shared with the agents directly. The CSAT appears to have declined in the past few weeks and we apologize for the same, this is due to the reason that we were unable to continue the activity during Eid holidays which led to the decline in the score I believe. 

We have resumed the activity again post Eid holidays and we expect to see improvements, we will ensure that the Non voice team is able follow the CSAT score above 50%. 

While giving the feedback we will also ensure that not only the feedback is shared with the agent but also proper coaching is given to them to improve the quality to ensure the customer gets a better experience with us. We are also going to be arranging training session with the agents whose scores are not improving on the areas they are facing difficulties with. 

We hope to see improvements in the coming weeks and will make sure that the team is meeting the targets for CSAT. 

Thank you for your guidance and we will be in touch with you as well if we need help in some areas or more clearance. 

Thanks and Regards, 
Apoorv 

From: "Mohd Imran" <[email-masked]> 
To: "Alanzi" <[email-masked]>, "Naif" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "malik ismail" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]> 
Sent: Monday, July 25, 2022 7:25:31 PM 
Subject: RE: KSA C-SAT 

Hi Team, 

Post our meeting and discussion on KSA emails C-SAT, there were some improvements in the numbers. However, in the last week numbers again started significantly dropping back to the lower side. 

Can we check what challenges we are facing with the non-voice team of KSA to achieve the targets? Looking into the C-SAT scores of the voice team which are pretty much good, forcing us to raise questions on the customer handling skills of the non-voice team. 

Sharing below the last 17 weeks’ comparison, which was also shared with your team, in this meeting. 

Do get back to us with steps going to be taken to improve the numbers, or for any questions or suggestions. 

-----Original Appointment----- 
From: Mohd Imran 
Sent: Monday, 20 June 2022 1:41 PM 
To: [email-masked]; [email-masked]; Apoorv Joshi; Ankur Kwatra; Mahmoud Emadeldin Mahmoud Elsayed 
Subject: KSA C-SAT 
When: Tuesday, 21 June 2022 4:00 PM-4:30 PM (UTC+04:00) Abu Dhabi, Muscat. 
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