Subject: Re: Auto Closure/Waiting on customer DSAT Report
From: Saurabh Dadu <[email-masked]>
To: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Apoorv Joshi <[email-masked]>, Deeksha Dadu <[email-masked]>, Anamika Gupta <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Mohd Imran <[email-masked]>, Malik Ismail <[email-masked]>
Date: Thu, 23 Feb 2023 09:42:25 +0000

Hi Mahmoud,

Thanks for your email. I agree with all the suggestions you made.

Should I go ahead and implement these?

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: 22 February 2023 12:47 PM
To: Apoorv Joshi <[email-masked]>; Deeksha Dadu <[email-masked]>; Anamika Gupta <[email-masked]>; Saurabh Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Mohd Imran <[email-masked]>; Malik Ismail <[email-masked]>
Subject: RE: Auto Closure/Waiting on customer DSAT Report

Hi All,

Unfortunately, we can’t avoid sending survey for any resolved tickets, however we suggest the below:

  *   Sending another reminder to the customer during the waiting time, by automation.
  *   Changing the content of the survey mail to be more relevant for waiting for customers tickets.
  *   Increasing waiting for customer period.

Thanks

From: Mohd Imran <[email-masked]>
Sent: Tuesday, February 21, 2023 3:43 PM
To: Apoorv Joshi <[email-masked]>
Cc: deeksha <[email-masked]>; saurabh <[email-masked]>; Anamika Gupta <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>
Subject: RE: Auto Closure/Waiting on customer DSAT Report

++ @Mahmoud Emadeldin Mahmoud   Elsayed<mailto:[email-masked]>,

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Monday, 20 February 2023 3:46 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>; Anamika Gupta <[email-masked]<mailto:[email-masked]>>
Subject: Auto Closure/Waiting on customer DSAT Report

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

Hi Imran,

As discussed on call, please find attached waiting on customer cases which were auto resolved. Please note that the data is from Feb DSATs.

These tickets were kept on waiting on customer as the agents required some information/confirmation from the customer to resolve the issue. However, the customer did not respond within the timeframe of 48 hours and the tickets were tagged as resolved by the system.

The customer have given a D-sat rating on such cases as the issue was not resolved for them and they received an automated email stating that since we are not receiving any response from you, we believe that the issue is now resolved for you. Therefore, we are closing the ticket for now.

The impact of such cases are as mentioned below. (week 3 is updated till 19th feb)

Issue type

Contribution (week 1)

Contribution (Week 2)

Contribution (Week 3)

Auto-Resolve (waiting on customer)

13.75%

12.50%

6.90%

In week 1 we received 11 such cases, in week 2 we observed 15 such cases and in week 3 so far we have received 6 cases.

Please review these and let us know if you have any questions.

Regards,

Apoorv

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