Subject: Quality report 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, 18 Oct 2020 07:54:03 +0000

Hi Team,

Please find below quality score for the month of October' 2020. Good to see that we have achieved our required benchmark. Let's sustain this and try to keep it in an increasing trend.

We need to  maintain this quality level on all interactions whether they are being audited or not. And focus should be on agents with below 85 % score. We can increase their count of audit by which we will be able to get more and more scope for improvement.

Below are the points which we had discussed during calibration.

  *   "Feel free to get in touch" statement should be in a new paragraph and line while replying on emails.
  *   No need to mention agent's name while doing a closing in chats.
  *   Tracking link should be shortened and has to be in a new and different line.
  *   Whenever we are sharing any of our website URL, it has to be correctly mentioned. Through which customer can easily access the website by just clicking on that.
  *   Spelling of "apologize" should be rectified in all chats and emails templates.
  *   Agent need to stop sharing repetitive replies. There should an improvisation and humanly touch in the statement.

Agent name
Email Score
Haedar Mohammad
96%
Rehan Khan
94%
Manish Kumar
94%
Abhishek Bargaonkar
94%
Shivani Rani
93%
Nitesh Singh
90%
MD Tawfik
88%
Algaili Ahmed
88%
Ezzaldeen Mahyoub
86%
Nikhil Bishnoi
86%
Abdulqader Ahmed
86%
Asjad Hussain
85%
MD Shafeeque
84%
Ebrahim Qasem
82%
Hemyar Nasser
81%
MD Ataullah
80%
Ali Atef
79%
Hafizullah
76%
Ammar Asif
74%
Ala Hamood
67%
Total
85%

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

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