Subject: LSM quality report (Nov-22)
From: Mohd Imran <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Bidipta Dutta <[email-masked]>, rossana rass <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Nashwa Elshafey <[email-masked]>, Malik Ismail <[email-masked]>, "[email-masked]" <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Mon, 5 Dec 2022 12:29:33 +0000

Hi Team,

Please find below quality scores for Nov -22 for the LSM India team and points we discussed while calibration.

  *   Agents are in hurry to close that chat, once they reply to any query, they should have at least wait for 30 seconds before shooting further assistance.
  *   Each query needs to be addressed and replied to on chats in case the customer asks multiple questions.
  *   Agents are lacking in capitalization, punctuation, and sentence structure in emails, as these are the basic hygiene for an agent handling email. Many emails have been found with cluttered text in the body.
  *   Agents are missing proper personalization on emails/chats. If needed, refer to hybris to get the customer names, they should not write and capture names from email ids. If no name is retrievable, they can write “Dear customer”.
  *   Syntax issue is still very common in most interactions.
  *   Disposition needs to be proper and accurate, as per the case, product (should always be checkout the site) and project.

Do share the feedback with the bottom quartile and start doing KSA audits as per the normal process apart from D-SATs. Attached is the quality report.

Agent name
Email Score
Mohammed Bahashwan
100%
Mais Hasan
99%
Ziena Saeed
99%
Hamza
99%
Mohd. Elbadri
96%
Mazen Mohd.
95%
Abdulqader Ahmed
94%
Zai Haq
93%
Mais Said
93%
Mohammed Murshed
92%
Jawa Antakli
92%
Aya Saoud
90%
Huma Sayed
87%
Zeina Abdeen
86%
Sohaib Ahmed
83%
Samer Salmeh
83%
Divyam Jalan
81%
Mohamed Almustafa
75%
Avinash Kumar
75%
Mohammad Tawfik
67%
Shardul Bharadwaj
61%
Md Bahashwan
43%
Grand Total
88%

[Logo  Description automatically generated]
Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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