Subject: Quality Concerns MOM
From: Nashwa Elshafey <[email-masked]>
To: Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, Apoorv Joshi <[email-masked]>, Bidipta Dutta <[email-masked]>, Harshita Parmar <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Tue, 3 Jan 2023 08:35:51 +0000

Dear team,

Further to our meeting today, Please find below the points discussed :

Tickets that we discussed today:
5539242<https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/5539242> : the agent used repetitive statements ( canned responses) without offering customer a resolution or any feedback about his previous ticket that he provided on the BOT (5522329)
5522329 : very long statements  to be used in Chat where it should be short & precise.
5534230: Agent addressed the customer as a female , the chat flow was not proper.

Based on the above points the below action items need to be followed to improve the performance along with the guidelines that been shared on the previous calibrations.

Action Item
Task owner
Follow up
Deadline
Dedicate Arabic Auditor
Deeksha/Saurabh
LMG team
Immediately
Review Chat Flow
Nashwa & Imran

To be submitted 6/1
Minimize the usage for the canned responses
LSM team
LMG team
Ongoing
Review canned responses
Malik Ismail

To be completed by 10/1
Improve chat responses
LSM team
LMG team
To have another follow up meeting by 15/1

Please feel free to add more points if any.

Thanks,
[Shape  Description automatically generated with medium confidence]
Nashwa ElShafey
Trainer - Customer Service
+971 55 292 3275
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital>

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