Subject: RE: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02
From: Jessie Caparas <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Sun, 17 Oct 2021 12:01:36 +0000

Hi @Saurabh Dadu<mailto:[email-masked]>

Good afternoon.

The same thing has been observed for the India team upon checking their productivity.

I’ve attached a sheet comparing the productivity we have checked from our side and the productivity Shakeeb has shared.

Please look into this and get back to us the soonest.

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

From: Saurabh Dadu <[email-masked]>
Sent: Wednesday, October 13, 2021 2:23 PM
To: Mustehsan Siddiqui <[email-masked]>
Cc: Jessie Caparas <[email-masked]>; Mohd Imran <[email-masked]>; Shakeeb Arsalan <[email-masked]>
Subject: Re: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

External email sender, please take precaution.
Hi Mustehsan,

Thanks for your email.

Shakeeb pointed a few issues here such as

  1.  Chat productivity
  2.  3 agents being fresh (first week/new hires) in the team
  3.  Low volume of incoming tickets
I will address all of this one by one, first I have sent this to Ithraa to get their response on, and I will reply to you accordingly.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Sent: 13 October 2021 1:01 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Subject: Re: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

Hi @Saurabh<mailto:[email-masked]>,

Even after factoring in chats productivity, our entire team in KSA is almost 45-50% under productive. Considering even if reduce the target from 80 to 70 tickets, than again agents are under productive. Updated working attached from our end.

The agents in question are below, we are billed for them for the entire month but the productivity is way too less. This will be a question from our finance team before processing the invoices.

Can you look into this & let us know what are we going to do to avoid unneccassary billing for the month of Sept purely based on productivity?

Regards,

Mustehsan Siddiqui

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Date: Tuesday, 12 October 2021 at 11:53 AM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>, Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>, Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Subject: Re: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

External email sender, please take precaution.

Hi Imran,

Please note that the chat productivity was not added.

PFA and note that I have added 3 more columns for (Chat Productivity / Total Productivity / Updated Avg Daily Response).

Also note that it is still hard for KSA Agents to hit 80 tickets daily, We are working hard on making this happen soon but still this is too much for them.

And I need to bring to your attention that the following Agents (Hassan Hemaid, Rashid Rashoud ) were transferred from different team to cover the night shift so they needed few days to pick-up on our process, Furthermore the following Agents (Nasser Al-Ruwais, Haneen Al-Ahmadi, Maha Al-Otaibi) Joined us on 16th September so they were on the training period.

Regards
Shakeeb

________________________________

From: "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
To: "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, October 12, 2021 11:48:13 AM
Subject: RE: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

Hi @Shakeeb Arsalan<mailto:[email-masked]> @Saurabh Dadu<mailto:[email-masked]>,

We have done working on the sheet shared by you. And overall performances by the agents are not relatable with their productivity and working hours.

Please find the attached sheet with tickets assigned, responses and working days.

Can you get it checked and share some clarity on this.

Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 11, 2021 3:45 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Subject: Re: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

Thanks Shakeeb.

@Mohd<mailto:[email-masked]>@Jessie<mailto:[email-masked]> – Please review the tracker & share your inputs.

Regards,

Mustehsan Siddiqui

From: Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Date: Monday, 11 October 2021 at 2:14 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

External email sender, please take precaution.

Hi Mustehsan,

PFA for the working hours tracker that we have of the month of September for the Web-Team & HomeBox Team, Because It seems that Elsadeg Ali shared with you the amount to be paid for both teams.

Please let me know if any clarification needed.

Regards
Shakeeb

________________________________

From: "Saurabh Dadu" <[email-masked]<mailto:[email-masked]>>
To: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Shakeeb Arsalan" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, October 11, 2021 2:05:41 PM
Subject: Re: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

@Shakeeb Arsalan<mailto:[email-masked]> Please share with Mustehsan hourly tracker of September as an attachment of excel file for Ithraa's web team staffing.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Sent: 11 October 2021 1:31 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

Hi Saurabh,

How can we validate the numbers of agents for the month of Sept? I believe, agents were less than 10 during September.

Regards,

Mustehsan Siddiqui

From: "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Organization: اثراء المحتوى
Date: Sunday, 10 October 2021 at 3:26 PM
To: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>
Cc: saurabh Dadu <[email-masked]<mailto:[email-masked]>>, "[email-masked]<mailto:[email-masked]>" <[email-masked]<mailto:[email-masked]>>
Subject: Invoice For the Month of- Sep - 2021- LM-09-01 / LM-09-02

External email sender, please take precaution.

Hi Mr. Mustehsan.Siddiqui

Invoices have been issued for the month of Septemer-2021
the total amount to be paid is  : 158,343.5  SR
Please kindly pay through our approved bank account with Landmark

For more information , please review the attached invoices

We hope that there will be no delay in the next payment

until the interests of all parties to the agreement are achieved

Best Regards

--

Elsadeg Ali

operation manager

Ithra Al-muhtawa Company
Tele: +966591203388
www.ithraacc.com.sa<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.ithraacc.com.sa%2F&data=04%7C01%7Cjessie.caparas%40landmarkgroup.com%7C1e76a1aa7c124d13406c08d98e3363cf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637697173638167515%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=K3NcTxy6Pdrs%2FFk2exg4yGUOuMSe98IYdnOORbTddaY%3D&reserved=0>

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com