Subject: Daily Team Brief : 13th June 2020
From: "Asad ." <[email-masked]>
To: customer care <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>, Ekta Jesswani <[email-masked]>, Amir Julkarnain <[email-masked]>, Rodina Magdy <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Sat, 13 Jun 2020 06:52:58 +0000
List-Id: <ccteam.mumzworld.com>

Safety Tip: Wear Face Mask's at all times
Success Story:
Standard Work Question: TL's to share a scenario?
Productivity (Positives + Negatives):

Customers effected by NAQEL performance. We need to resolve customers issues on the first call.

We need to review and revise our training plans. Suggest improvement ideas.

Staff sickness is a major concern.

KSA pending order and what needs to be done.
Pending from courier
Missing damaged items KSA

Live Chat is switched off and we are expecting more emails to come

Amir to do  individual reverse shadowing to see how they work and give some advise/tips on how to do it quicker and providing all necessary details.

Plan for today:

·         Ministry Complains
·         Part shipments for KSA
·         Move all agents from shadowing to emails
·         Monitor the progress of all folders
·         Update our weekly schedule.

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
[instagram]<https://www.instagram.com/mumzworldcom/> [facebook] <https://www.facebook.com/mumzworld>  [youtube] <https://www.youtube.com/user/MumZworld>  [snapchat] <https://www.snapchat.com/add/mumzworld.com>  [twitter] <https://twitter.com/mumzworld>
[mumzworld logo]<https://www.mumzworld.com/en/>
[mumzworld awards]<https://www.mumzworld.com/en/media-and-press>
Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail.

From: "Asad ." <[email-masked]>
Date: Friday, 12 June 2020 at 10:57 AM
To: customer care <[email-masked]>
Cc: Urvika Chaudhary <[email-masked]>, Ekta Jesswani <[email-masked]>, Amir Julkarnain <[email-masked]>, Rodina Magdy <[email-masked]>, "[email-masked]" <[email-masked]>
Subject: Daily Team Brief : 12th June 2020

Dear Team, See below todays brief.

TL’s please ensure its shared with people who will start on the PM shift. Also ensure we have a recurring meeting setup for tomorrow and day after.

Safety Tip: Sterilize your work stations before you start your shift
Success Story:
Standard Work Question: How do you resolve an old ticket where the shipments has now been delivered?
Productivity (Positives + Negatives):

1.       Quality of responses has been very bad. We are not solving real problems.

1.       We are stopping the chats for the weekend. During these 2 days we need to improve and learn to solve customer’s problems with quality responses. Pause before responding and read the customers question again and then your answer. Always make sure you solve customer’s problem and answer the questions.

1.       Do not ask customers to email on [email-masked]. This email address has been stopped. Use the following :

For refunds:
[email-masked]

For order tracking or shipment status:
[email-masked]

For problem orders (Missing items):
[email-masked]

For general enquiries or information:
[email-masked]

1.       Targets for all new agents are to do 80-100 Emails. For experience agents target is 130-150 Emails per day. If you are not achieving these targets it means the productivity target has not met.
2.       Follow HR guidelines and inform TL's, HR and relevant managers about the absence in advance.
3.       Please do a clear handover, inform your TL's if you have any un-finished cases before going to your day off or sick leave.

Plan for today:

1.       All Ministry to commerce complains has to be resolved by 5PM today. 2 Agents to be deployed on these cases
2.       Target: resolve 1800 customer requests which came to use via emails.
3.       TL's to monitor quality every hour and support team in solving customer problems.

Kind Regards,
Asad Pirzada
Chief Operations Officer
M  +971 504 09 5386
E [email-masked]<mailto:[email-masked]>

A B407-408, Building 4, Dubai Design District, PO Box 500245, Dubai, UAE
[instagram]<https://www.instagram.com/mumzworldcom/> [facebook] <https://www.facebook.com/mumzworld>  [youtube] <https://www.youtube.com/user/MumZworld>  [snapchat] <https://www.snapchat.com/add/mumzworld.com>  [twitter] <https://twitter.com/mumzworld>
[mumzworld logo]<https://www.mumzworld.com/en/>
[mumzworld awards]<https://www.mumzworld.com/en/media-and-press>
Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution of this information is prohibited, and may be punishable by law. If this was sent to you in error, please notify the sender by reply e-mail and destroy all copies of the original message. Please consider the environment before printing this e-mail.