Subject: Fatal Case 24th - 30th May 2021 (Feedback for Improvement)
From: Shakeeb Arsalan <[email-masked]>
To: Mayar Mayar Nasser <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Jessie Caparas <[email-masked]>, Mohd Imran <[email-masked]>, Akshay Berry <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, escalations dxbteam <[email-masked]>
Date: Wed, 9 Jun 2021 05:09:13 -0700 (MST)

Hi Mayar, 

PFB fatal mistake we come across while doing the 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 	Remarks 
Chat 	Mayar 	2630974 	6303215996 	27-May-21 	29-May-21 	0% 	Fatal 	The customer confirmed that he returned the items, You did not ask for the AWB under which the customer returned the items also raised wrong escalation to the courier to pickup the items 

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 74% 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