Subject: Re: Quality report Oct' 2020
From: Shakeeb Arsalan <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Apoorv Joshi <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, escalations dxbteam <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Sun, 18 Oct 2020 03:21:02 -0700 (MST)

Hi Imran, 

Thank you for sharing the feedback with us, 
Will keep on following up with all the Agents in order to improve the Quality of their Emails / Chats and exceed the Benchmark. 

And regarding the point you have mentioned, We have already gone through the same with all of the agents and will keep on following up with them to make sure everything is covered thoroughly. 

Regards 
Shakeeb 

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 Dadu" <[email-masked]> 
Sent: Sunday, October 18, 2020 1:24:03 PM 
Subject: Quality report Oct' 2020 

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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