Subject: Re: Fw: KSA Chat First Response Time
From: Saurabh Dadu <[email-masked]>
To: Naif BinTeni <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Apoorv Joshi <[email-masked]>, Elharith Elsiddig <[email-masked]>
Date: Fri, 14 Oct 2022 09:54:15 +0000

Naif, Thank you. Your points are valid. We want to get everyone trained on Chats, as during White Wednesday starting in 15 days, I would need 100% of team in KSA on chats.

I am surprised we are still having issues with Escalations as we had 90% automated everything including store escalations. Agents should not have to find Store Email or anything, as its all automated.

@Apoorv Joshi<mailto:[email-masked]>, @Elharith Elsiddig<mailto:[email-masked]> please take random 2 KSA agents on call TODAY with me so I can hear from them and understand to find a solution.

Also since Abhishek will be managing Automation add him to the call also. Its best to do it before 5pm

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Naif BinTeni <[email-masked]>
Sent: 14 October 2022 3:17 PM
To: Saurabh Dadu <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Apoorv Joshi <[email-masked]>; Elharith Elsiddig <[email-masked]>
Subject: Re: Fw: KSA Chat First Response Time

Hi Saurabh,

Thank you for informing us regarding the below, for sure we don't want this to be happen.

Regarding Shahad she left today as emergency i had received txt msg that she is not feeling good at the office, and she has to leave. i will get in touch with her and check. im going to make sure about it not to happen. as she is going to cover to rest of hours.

My kind suggest to avoid this kind of issue on the future as we have discussed it before.

    1- Train all agents on chat, For example today we have only one agent who can handle the chat Shahad, and she left for a reason which i have received from the office. i know that Shoa and Rana start the training on chat, but we need everyone aware and can handle it. also they need extra train i saw some chat was pending for 15 min one day and i spoke to her.

    2- As we increased the number of agents than we should divide them all on different shifts on order to cover the chat and response to cx on time. cant have all WFH agents work on morning only and doing tkts, all agents should be a ware and train on both chat & tkts and divide them on different shifts.

    3- since we are adding a new batch, during the training we have to deliver the process clearly to them, agents still coming back to me asking about the process and the reason is bcs it was not clear during the training such as escalation to store manually and how to find out the emai of the store, WWD products complains from cx, Jira esc, RMA canceled, on validation Cancelled, Chill tkt to WH and why - to dxb team and why ? , if agents still have no idea about them they will not be able to service the cx on chat . I am preparing an Arabic documents will share it with them soon.

   4- we have also to build a self confident on agents. once the agents understand the process and fit into it. we have to show that this agent knows how to deal with these causes that will help us building the confident on agents and make the work more easy for all of us.  not wasting time for sharing the right response every time.

Thank you.

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Best Regards,
Naif BinTeni

On 2022-10-14 08:18, Saurabh Dadu wrote:

Hi Naif,

Please see this is a recurring complaint. Why does client need to point this out?

I'm told Shahad was suppose to be taking these chats and she is not. What's going on?

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

________________________________
From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Sent: 14 October 2022 10:39 AM
To: Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>; [email-masked] <[email-masked]>
Cc: mustehsan.siddiqui <[email-masked]>; Malik Ismail <[email-masked]>
Subject: KSA Chat First Response Time

Hi, All,

Please check KSA chat agents, usually no available agent's early morning, especially on Friday!!

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Best Regards,
Naif BinTeni