Subject: Re: Incorrect tagging (product inquiry)
From: Deeksha Dadu <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 14 Sep 2021 08:34:04 +0000

Thanks

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 14 September 2021 at 2:02 PM
To: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Incorrect tagging (product inquiry)

Hi Ma'am,

We have pointed out these issue many times ma'am, Also it had been mentioned in the Audits report.

The Tickets the client is sharing are 1 month old and it is few tickets only.

This is normal to happen, However will make sure we do not get such complains from the client.

Just had discussion with apoorv, He is going to give session and warn everyone regarding this issue.

Will keep checking the tickets randomly to make sure everyone is following the same.

Regards
Shakeeb

________________________________
From: "Deeksha Dadu" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, September 14, 2021 1:52:37 PM
Subject: Re: Incorrect tagging (product inquiry)

Hi guy,

After imparting the training, I want someone to proactively check that the same mistakes are not being made by the agents.

Also, when we have a person doing QA audits, how come he never pointed this out? Why did client have to bring this to our attention?

Regards,
Deeksha

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 14 September 2021 at 1:50 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>, Manish Kumar <[email-masked]<mailto:[email-masked]>>, "mustehsan.siddiqui" <[email-masked]<mailto:[email-masked]>>, Jessie Caparas <[email-masked]<mailto:[email-masked]>>, Malik Ismail <[email-masked]<mailto:[email-masked]>>, Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>, Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Incorrect tagging (product inquiry)

Hi Imran,

Thank you for pointing out the issue,

The feedback is going to be shared with all of the agents to make sure they are disposing the cases correctly.

@apoorv request you to arrange training session ASAP and educate the agents about the same & Also please give warning letter to the agents whom you find are repeating such mistakes.

Regards
Shakeeb

________________________________
From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "Malik Ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>, "Deeksha Dadu" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, September 14, 2021 1:27:05 PM
Subject: Incorrect tagging (product inquiry)

Hi Team,

While doing some random audits we had observed, agents are doing wrong tagging in most of the queries under product inquiry tag, especially in social media cases.

This shows a sudden increase in the contribution percentage and impacting overall data reporting.

Below are sample ticket ids, though there are many. Can you quickly check it and share the plan of action to avoid these errors in future.

2926973
2927482
2928265
2929442
2931665
2938969

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

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