Subject: LSM quality report (Apr'21)
From: Mohd Imran <[email-masked]>
To: seeta.seeta <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Escalations Dxbteam <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Sun, 11 Apr 2021 11:04:31 +0000

Hi Team,

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

  *   Agents need to address the customer by their in all type of interactions.
  *   Kindly started auditing and adding social media and app reviews in the quality report.
  *   Disposition of tickets need to be proper, as per the scenario. Depending on complaint or inquiry and all details and fields should be entered accurately.
  *   When we are getting customer's details in case of chat routed via bot, agent should confirm the details (order # and concern) with customer instead of asking.

Do share the above points with agents and a documented feedback for fatals.

Agent name
Score
Humayun
100%
Nikhil Bishnoi
100%
Prince Malik
98%
Elharith
97%
Hamza
97%
Elbdari
97%
Kishan Singh
96%
Ismat
96%
Murshed
96%
Sohaib
96%
Arunjay Raj
96%
Juhi Goel
95%
Mazen Mohammed
95%
Abdallah Osman
95%
Algaili
94%
Taha
94%
Fatma
94%
Kamali
94%
Shafeeque
93%
Almustafa
93%
Fahim
93%
Mayar
89%
Mazim
89%
Wael
74%
Altahir
59%
Grand Total
93%

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

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