Subject: Re: Quality report (Sept & Oct 2020)
From: Seeta Seeta <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, Fauzan Musalman <[email-masked]>, Apoorv Joshi <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, escalations dxbteam <[email-masked]>, Saurabh <[email-masked]>
Date: Sun, 11 Oct 2020 04:02:17 -0700 (MST)

Hi Imran, 

Thank you for sharing the reports. 

We are going to do one to one session with the agents who has score fatal, along with that we will also be sharing documented feedback with those agents. 

The remaining updates has been shared with all the agents regarding correct dispositions and the personalization. 

For sure, in coming week we will improve the quality compare to our last audit. 

Thanks & Regards, 
Seeta Kunwar 

From: "Mohd Imran" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Seeta Seeta" <[email-masked]>, "Fauzan Musalman" <[email-masked]>, "Apoorv Joshi" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "Saurabh" <[email-masked]> 
Sent: Sunday, October 11, 2020 3:13:22 PM 
Subject: Quality report (Sept & Oct 2020) 

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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