Subject: Re: Quality Calibration (Livesalesman) 10th Feb. 2020
From: Seeta Seeta <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: ali inayat <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, jessie caparas <[email-masked]>, malik ismail <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Mon, 10 Feb 2020 23:46:35 -0700 (MST)

Hi Imran, 

Thank you for sharing the details. 

Feedback has been already given to all the agents in one to one session, for the FATAL cases for sure we will gonna sent the doucmented feedback to the agents and will keep you in loop. 

Thanks & Regards, 
Seeta Kunwar 

From: "Mohd Imran" <[email-masked]> 
To: "Seeta Seeta" <[email-masked]>, "ali inayat" <[email-masked]>, "Fauzan Ahmad, Musalman" <[email-masked]>, "Shakeeb Arsalan" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "jessie caparas" <[email-masked]>, "malik ismail" <[email-masked]>, "escalations dxbteam" <[email-masked]> 
Sent: Monday, February 10, 2020 8:14:53 PM 
Subject: Quality Calibration (Livesalesman) 10th Feb. 2020 

Hi Team, 

We had a good calibration session today. There are some points related to process of audit on which we need to work upon. 

    * Audit type should be selected properly if it is email or chat. 
    * Order column id is not mentioned in sheet shared by LSM. 
    * Feedback/remarks should be elaborated and detailed one. 
    * Syntax error spelling error should be monitored carefully. 
    * If customer’s concern is in TAT, please inform the same to customer. In case of any deviation it will be marked as FATAL. 
    * Disposition need to be done carefully. 
    * Inform agents to use correct sentence formation while communicating with customer, our response has to be pleasant and satisfactory, blunt replies need to be stopped. 

Apart from this, we are attaching the detailed sheet of calibration with LSM remarks and scores including ours scores as well with variance. 

Please keep sharing the feedback with agents post audit, the aim to enhance quality will not be achieved if we are not sharing the feedbacks. 

As discussed on call, please share a documented feedback to all agents marked under fatal category post one to one feedback, keeping us in loop. 

Regards 

Imran 
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