Subject: Re: First Response Time (Average)
From: Deeksha Dadu <[email-masked]>
To: mustehsan.siddiqui <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Saurabh Dadu <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>
Date: Mon, 29 Aug 2022 11:05:39 +0000

Hi Mustehsan,

Thank you for your email. We completely understand your concern and please rest assured we are on top of this.

There is no red-flag. In past days I noticed that there had been a back-log that accumulated for follow-up cases, emails and chat cases. I had diverted more resources to clear up the backlog and therefore, there was some lag on fresh chats.  Email case stats over the past few days have improved, the trend of adding to back-log has stopped, and its slowly receding. I have now instructed the team again to make sure chats do not wait.

I also want to highlight that there has been some surge in volume lately. Expected Chats were 280 a day, We are getting close to about 350 a day. Kindly do not misconstrue this as a complaint or an alibi but just wanted to bring this to your attention.  With additional agents going live, we should be able to handle this fluctuation without much friction.

Saturday, 27 August, 2022       399
Sunday, 28 August, 2022 401

After our call and meetings last week we channelized our focus on improving quality issues, specially repeat/irrelevant responses etc. In the process we had to let go of some agents who did not show improvement despite repeated warnings. As I had mentioned on the call, we hired 4 new agents to replace the poor performers and these agents have started training today and should be live by next week. Metrics should improve further when they go live. This transition was imperative to make sure we have zero tolerance for poor quality.  Current issues are quite temporary and were expected to entail the current process of streamlining work I had set in place to ensure we achieve our long term objective.

For audits, I agreed with your suggestion on call that someone Arabic speaking should be working with KSA team. I have been working closely with Elharith to get audits done for KSA team and we do daily calls with agents to share feedbacks and make sure they are implemented. You would notice quality issues are declining by the day and we should soon see tangible results in reports. I am seeing CSAT improving, today for instance we are clocking at 75% and monthly has not fallen below 45%. I am rigorously working to make sure we get to 55% in coming 1-2 months.

I thank you for your patience and understanding and please rest assured all is indeed under control. We have always been transparent with you and will always be. Saurabh is in KSA right now overseeing that the plan is implemented the way we have visualized it.

Please let me know if you have any questions or concerns.

Kind Regards,
Deeksha

________________________________
From: Mustehsan Siddiqui <[email-masked]>
Sent: Monday, August 29, 2022 3:45 PM
To: Deeksha Dadu <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>
Cc: Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>
Subject: Re: First Response Time (Average)

Hi Deeksha,

Numbers are pretty poor in KSA, irrespective if it is email or chats. Is there a red flag to be worried about? We were expecting improved performance specially after our meeting however it keeps on deteriorating.

Regards,

Mustehsan Siddiqui

From: Deeksha Dadu <[email-masked]>
Date: Monday, 29 August 2022 at 12:57 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Saurabh Dadu <[email-masked]>, [email-masked] <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Malik Ismail <[email-masked]>, Mohd Imran <[email-masked]>
Subject: Re: First Response Time (Average)

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Mahmoud,

Thank you for sharing this. 4 new agents are under training in KSA team. We should be able to make substantial difference in these metrics in next 2 weeks. Apologies for the inconvenience.

Kind regards,

Deeksha

________________________________

From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Sent: Monday, August 29, 2022 1:50 PM
To: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>
Cc: mustehsan.siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>
Subject: RE: First Response Time (Average)

Hi Deeksha,

Thanks for taking care of that. Below is First Response Time (Average) for KSA team in landmarkgroup16

From: Deeksha Dadu <[email-masked]>
Sent: Wednesday, August 24, 2022 5:03 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Saurabh Dadu <[email-masked]>; [email-masked]
Cc: Mustehsan Siddiqui <[email-masked]>; Malik Ismail <[email-masked]>; Mohd Imran <[email-masked]>
Subject: Re: First Response Time (Average)

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Mahmoud,

Thank you for your email.

We are aware of this. We are adding more agents with in this week in KSA team to resolve this.

Regards,

Deeksha

________________________________

From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, August 24, 2022 6:21 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>
Cc: mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Subject: First Response Time (Average)

HI All,

Kindly note that KSA First Response Time (Average) is increasing daily recently, most of the agents are not available to attend the chat within SLA, below as example.

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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