Subject: RE: C-SAT Rating & Feedback - September 1-11
From: Jessie Caparas <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>
Cc: Akshay Berry <[email-masked]>, Faraz Lohani <[email-masked]>, Mohamed Mahmoud <[email-masked]>, Mohamed Nagy <[email-masked]>, Mohd Imran <[email-masked]>
Date: Mon, 20 Sep 2021 12:43:05 +0000

Hi Shakeeb and Team,

The C-SAT DSAT scores for this week has taken a dive and would need you guys to go through this asap.

Lets have a discussion on the results the soonest.

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

From: Jessie Caparas
Sent: Monday, September 13, 2021 4:15 PM
To: Shakeeb Arsalan <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>
Cc: Akshay Berry <[email-masked]>; Faraz Lohani <[email-masked]>; Mohamed Mahmoud <[email-masked]>; Mohamed Nagy <[email-masked]>; Mohd Imran <[email-masked]>
Subject: C-SAT Rating & Feedback - September 1-11
Importance: High

Hi Shakeeb and Team,

Upon deep diving C-SAT, we found the below agents are having some knowledge concerns.

Requesting you all to review the below, provide the training and feedback to the team and monitor their progress in the next few weeks.

Survey Received Time
Ticket Id
Rating
Group
Agent
ASSIGNED TO
REASON FOR D-SAT
REMARKS
9/1/2021 9:54
3046153
Extremely dissatisfied
LSM KSA Call Center
Zain Ali
AB
CS KNOWLEDGE GAP/AGENT ISSUE
agent giving canned response, no escalation done to courier
9/6/2021 11:20
3063874
Extremely dissatisfied
LSM KSA Call Center
Fatima Anazi
FL
CS KNOWLEDGE GAP/AGENT ISSUE
issue was not addressed properly
9/11/2021 15:31
3087396
Extremely dissatisfied
LSM KSA Call Center
Mariam kharjy
FL
CS KNOWLEDGE GAP/AGENT ISSUE
out of stock items don't just disappear from the cart
9/9/2021 17:49
3028426
Extremely dissatisfied
LSM KSA Call Center
Saud Almutlaq
Hussein
CS KNOWLEDGE GAP/AGENT ISSUE
There is dropped payment ( better next time asks the customer for the info of deduction to check with finance)

Thank you and Kind Regards,
Jessie Caparas
T: +97145172087

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