Subject: Quality report (Sept & Oct 2020)
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, seeta.seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]>, Saurabh <[email-masked]>
Date: Sun, 11 Oct 2020 09:43:22 +0000

Hi Team,

Please find below quality report for the month of September and October 2020. Numbers are improved in comparison to September. However, as a whole process still the score is below benchmark. Hope team will achieve it in coming week.

As per our calibration below are the points on which we need to work upon.

  *   Documented feedback need to shared with agents scoring fatal.
  *   Personalization has to be done on chats as we are already getting customer's name from Chatbot.
  *   Disposition need to be selected properly as per customer's concern for all channels, especially chat agents most of them are selecting account for most of the interactions.
  *   Chat agents need to avoid straight replies.
  *   Parameters should be selected properly while doing audits.

Attaching reports for the month of Sept. & Oct. 2020.

Sep-20
Oct-20
Agent
Score
Agent
Score
Shivani Rani
91%
Manish Kumar
96%
Nitesh Singh
89%
Rehan Khan
96%
Haedar Mohammad
89%
Haedar Mohammad
95%
Nikhil Bishnoi
87%
Abhishek Bargaonkar
94%
MD Ataullah
85%
Shivani Rani
91%
Abdulqader Ahmed
85%
Abdulqader Ahmed
89%
Ebrahim Qasem
84%
Algaili Ahmed
87%
Manish Kumar
83%
Nitesh Singh
87%
Abhishek Bargaonkar
83%
Nikhil Bishnoi
86%
Hemyar Nasser
83%
MD Tawfik
85%
Rehan Khan
81%
Ebrahim Qasem
83%
Algaili Ahmed
81%
Ezzaldeen Mahyoub
83%
MD Shafeeque
77%
MD Ataullah
82%
Abhishek Sisodia
77%
Asjad Hussain
82%
MD Tawfik
75%
Hemyar Nasser
81%
Asjad Hussain
71%
MD Shafeeque
79%
Ali Atef
70%
Ali Atef
75%
Ezzaldeen Mahyoub
68%
Ammar Asif
74%
Ala hamood
67%
Hafizullah
69%
Ammar Asif
61%
Ala hamood
65%
Apoorv Joshi
59%
Grand Total
84%
Hafizullah
58%
Grand Total
79%

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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