Subject: Quality report Jan' 2021
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, seeta.seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Mon, 18 Jan 2021 13:02:35 +0000

Hi Team,

Please find below quality score for the month of January 2021 and points which we had discussed during calibration.

  *   Agents are missing on personalization.
  *   Spelling, grammatical error, punctuation and sentence formation need focus and improvement.
  *   Agent should use only his/her name while sending any escalation.
  *   Willingness to help should be shown on every interaction with customer, wherever it is required.

Start doing more audits for the agents marked in red, as it will give more scope and area of improvement. Do share the feedback with every agent and mark an email to the fatal scorers.

Agent
Score
Sohaib
97%
Samer
97%
Nikhil Bishnoi
97%
Manish Kumar
96%
Yasser
95%
Omar Al Zubariya
94%
Hamza
94%
Juhi Goel
94%
Kishan Singh
93%
Ezzaldeen
93%
Abdallah Ahemad
92%
Mazim
92%
Osama Qaid
92%
Algaili
92%
Yahya
91%
Ebrahim
91%
Shafeeque
90%
Mayar
90%
Prince Malik
89%
Arunjay Raj
87%
Ismat
85%
Tawfik
83%
Saeedurrahman
82%
Fatma
81%
Mohammad Humayun
79%
Almustafa
77%
Yazed
76%
Fahim
71%
Mohd. Salman
71%
Murshed
59%
Process score
87%

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

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