Subject: Quality and CSAT MOM - Sep 27, 2022
From: Apoorv Joshi <[email-masked]>
To: mohamed nagy <[email-masked]>
Cc: deeksha <[email-masked]>, Jessie Caparas <[email-masked]>, Manish Kumar <[email-masked]>, Naif <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Tue, 27 Sep 2022 07:30:09 -0700 (MST)

Hi Team, 

It was a pleasure talking to you in the meeting Today. 

Please find below the minutes of the meeting: 

- LSM is focusing on eliminating agent errors that result in DSATs. Since the last meeting, agent-related errors have reduced considerably and objective is to make sure there is no DSAT due to agent mistake 

- The DSAT for KSA was 46% during last meeting and since then, we have been able to improve it to 50%. For India the current CSAT is 57%. We hope to improve this consistently in coming months. 

- We have attached the Raw Data for DSAT reports as discussed for KSA and India both. We will soon share with Landmark a comprehensive report related to process related DSATs, highlighting which issue results in what percentage of DSATs. Landmark will look into those issues to see which ones can be ironed out to help us enhance CSAT. 

Please let me know if I missed any points and would like to add anything else. 

We thank you for your help. 

Regards, 
Apoorv 

From: "deeksha" <[email-masked]> 
To: "mohamed nagy" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Jessie Caparas" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Naif" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Wednesday, August 31, 2022 6:50:28 PM 
Subject: Re: Quality and CSAT MOM - Aug 30, 2022 

Hi Mr. Nagy, 

It was a pleasure talking to you in the meeting yesterday. 

It is well understood that the ultimate objective in both KSA and India team is to achieve 65%. Here are a few steps we are taking to accomplish that goal: 

    * We are focusing first on eliminating agent errors that result in DSATs. As discussed, there are many DSATs which are due to process related issues and as you mentioned, it may be feasible to prevent a DSAT by helping agents communicate in a certain way if they are not doing so already. We have hired a new QA who will closely with agents on those aspects as well but coming month we plan to focus on completely eliminating agent-related errors as we reckon that they are more critical to fix. 
    * 
    * We are doing daily audits of DSAT cases as well as other ones to spot areas of improvement and doing daily one to one sessions with agents to share feedbacks and clarify their doubts. 
    * 
    * We are guiding agents on how to use canned responses wisely, if they do use them in situations they are apt for. They are being coached to modify them in a way that the responses do not look robotic. We are encouraging them to manually type the responses wherever they deem fit so that conversations with customers are human. 
    * 
    * As a last resort, we are also replacing agents who have not shown improvement despite repeated feedbacks and warnings. 

Today is the last day of the month and we closed India at 57% and KSA at 46%. Our objective is to at least reach 50% in KSA and 60% in India in the month of September and improve thereon in future months. 

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

We thank you for your help. 

Kind regards, 

Deeksha 

From: Mohamed Nagy <[email-masked]> 
Sent: Wednesday, August 31, 2022 11:39 AM 
To: Apoorv Joshi <[email-masked]> 
Cc: Jessie Caparas <[email-masked]>; Deeksha Dadu <[email-masked]>; Manish Kumar <[email-masked]>; Naif <[email-masked]>; Escalations Dxbteam <[email-masked]> 
Subject: RE: Quality and CSAT MOM - Aug 30, 2022 

Hi [ mailto:[email-masked] | 
@Apoorv Joshi ] , 

Thanks for the meeting minutes, waiting for the action plan of KSA today, and looking forward to see the results of your efforts. 

Regards, 

Mohamed Nagy 

From: Apoorv Joshi <[email-masked]> 
Sent: Tuesday, August 30, 2022 6:34 PM 
To: Mohamed Nagy <[email-masked]> 
Cc: Jessie Caparas <[email-masked]>; deeksha <[email-masked]>; Manish Kumar <[email-masked]>; Naif <[email-masked]>; Escalations Dxbteam <[email-masked]> 
Subject: Quality and CSAT MOM - Aug 30, 2022 

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Hi Team, 

It was great to join you today in the meeting - Aug 30, 2022. 

Please find below the points which we have discussed today: 

1. The CSAT scores need to reach 65% in LSM by the next month. 

2. The CSAT scores in KSA are not met as per standards and we have decided to set short term goals to achieve our target that is 65% 

3. We will be sharing action plan for KSA by tomorrow. 

4. For LSM we will be doing audits on daily basis more vigorously, sharing feedback with agents, having 1 on 1 sessions to improve the quality so we can achieve the set goals. We will also take action against the agents whose quality is not improving or are making similar mistakes again. 

We hope to see improvements in the CSAT scores in both KSA and LSM. Please feel free to add any points that I might have missed. 

Thank you for your guidance and help. 

Regards, 

Apoorv 
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