Subject: LSM quality report (Mar'21)
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, seeta.seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]>, Saurabh <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sun, 21 Mar 2021 12:11:12 +0000

Hi Team,

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

  *   Agents need to address the customer by their in all type of interactions.
  *   Refund TAT need to be shared correctly i.e. 7-14 days.
  *   Syntax and grammatical error are majorly observed in chats and emails.
  *   Disposition of tickets need to be proper, as per the scenario. Depending on complaint or inquiry.
  *   Cases wherein customer asking for call back, agent need to take it on priority and get it arranged.

Do share the feedbacks with bottom quartile and fatal scorers.

Agent name
Quality Score
Manish Kumar
100%
Ezzaldeen
96%
Juhi Goel
95%
Elharith
94%
Nikhil Bishnoi
94%
Prince Malik
92%
Wael
92%
Fahim
91%
Kishan Singh
91%
Abdallah Osman
91%
Mohammad Humayun
91%
Algaili
90%
Saeedurrahman
89%
Mazim
89%
Hamza
88%
Ismat
88%
Almustafa
88%
Grand Total
87%
Fatma
86%
Arunjay Raj
78%
Sohaib
76%
Mayar
69%
Murshed
67%
Process score
88%

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

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