Subject: Fatal Cases 24th May - 6th June 2021 (Feedback for Improvement)
From: Shakeeb Arsalan <[email-masked]>
To: MOHAMMED ALMUSTAFA <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Mohd Imran <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Akshay Berry <[email-masked]>, escalations dxbteam <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 9 Jun 2021 02:21:00 -0700 (MST)

Hi Almustafa, 

PFB fatal mistakes we come across while doing the chat Audits, Pls go through the details below and do not repeat the same again. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 
Chat 	Almustafa 	2640433 	6305461793 	30-May-21 	1-Jun-21 	0% 	Fatal 
Chat 	Almustafa 	2662299 	6312653426 	3-Jun-21 	7-Jun-21 	0% 	Fatal 

Reason for Fatal & What should have been done: 

2640433: The customer placed C&C order on May 5th and contacted you on 29th when the order is already beyond the 14 days, but still you did not show any sympathy & u did not apologized or escalated the cases to the store team to do the RTS. 
This should have been escalated to the store team to do the RTS. 

2662299: This is also C&C order and the customer was saying that he had chosen wrong address and wants to change, However you informed the customer that you will escalate then sent him message afterword that can not be done, This issue could have been handled on chat without the need to check on the issue after closing the chat. 

You have also to focus on the below points have been noticed in your interactions with the customers.: 

    * 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. 

* You have scored in the week between 24th - 30th of May 75% and that is below the benchmark which is 85%. 
(Please note that you have to improve your performance in order to meet & exceed the benchmark) 

Regards 
Shakeeb