Subject: LSM quality report (May' 21)
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Akshay Berry <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Sun, 6 Jun 2021 14:02:32 +0000

Hi Team,

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

  *   Punctuation error is observed in many chats.
  *   We need to focus on the disposition of interactions, agents are selecting wrong territory and concepts, not putting AWB numbers in case of delivery related issues which may impact the reporting.
  *   Disposition as per the scenario is also major issue.
  *   While raising any issues or providing any information, TAT need to be shared with customer.
  *   Do share a documented & verbal feedback with agents who are below benchmark this month.

Agent name
Score
Ebrahim
99%
Nikhil
97%
Samer
96%
HAQUE
95%
Divyanshu
95%
Elharith
94%
Osman
94%
Sohaib
93%
Ziena
93%
Prince
93%
Yasser
93%
Murshed
93%
Hamza
92%
Bahashwan
91%
Fahim
91%
Atef
90%
Mazim
89%
Aya
89%
Abdo
88%
Alsharif
88%
Mazen
87%
Fatma
86%
Loujain
86%
Hokan
86%
MBS
85%
Abdulqader
84%
Humera
83%
Hamood
79%
Almustafa
75%
Mayar
74%
Elbdari
73%
Rahul
65%
Omer
50%
Grand Total
87%

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

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