Subject: Re: Fatal mistakes
From: Shakeeb Arsalan <[email-masked]>
To: hessah alosaimi <[email-masked]>, abdulmajeed alanzy <[email-masked]>
Cc: elsadeg aa <[email-masked]>, Saurabh Dadu <[email-masked]>
Date: Tue, 28 Dec 2021 05:42:24 -0700 (MST)

Hi Team, 

PFB Fatal mistakes we found also while checking the agents tickets. 

This issue is very serious as these lame mistakes is being done by our old agents as well. 

Type 	Agent Name 	Ticket ID 	Order ID 	Date 	Score 		Remark 
Email 	Sara 	3617621 	6365962869 	16-Dec-21 	0% 	Fatal 	Should be escalated - Late collection 
Chat 	Maha 	3615159 	6373137674 	16-Dec-21 	0% 	Fatal 	Properties /The customer claims that we collected the items and asking for the refund, RMA canceled however the agent replied the return to WH within time frame and did not escalate the issue 
Email 	Amira 	3615504 	6373995457 	16-Dec-21 	0% 	Fatal 	The customer asked about refund and sent the name of item that the courier already collected but the agent kept asking about more details 
Email 	Sara 	3617829 	NA 	16-Dec-21 	0% 	Fatal 	Every thing is wrong/ email was not received / Properties / response does not have any information about the amount refunded / no name / 
Email 	Nasser 	3621414 	6375214240 	17-Dec-21 	0% 	Fatal 	C asking about order; 6375214234: ON_VALIDATION_CANCELLED 
Email 	Modhi 	3620788 	6367088524 	17-Dec-21 	0% 	Fatal 	Wrong reply: the items already returned and c asking about the refund: RMA canceled 
Email 	Maha 	3618293 	6374869020 	17-Dec-21 	0% 	Fatal 	Wrong reply: wrong order delivered: return policy: reply twice to C 
Email 	Maha 	3618876 	6361219301 	17-Dec-21 	0% 	Fatal 	Wrong reply: Manually refunded by payfort: C asking about RRN 
Email 	Maha 	3619734 	6372776170 	17-Dec-21 	0% 	Fatal 	Wrong reply: C&C order: no esclation and closed the ticket 
Email 	Maha 	3624225 	6368928335 	18-Dec-21 	0% 	Fatal 	Customer provided the order number and the agent asked again to provide it 
Email 	Modhi 	3630107 	6370468180 	19-Dec-21 	0% 	Fatal 	The refund was precessed to COD not My credit as the customer did not receive the order 
Email 	Maha 	3638054 	6367435344 	19-Dec-21 	0% 	Fatal 	The agent asked about the order number but the number was already written in the same ticket twice and written in the properties 
Email 	Maha 	3631697 	6369768503 	20-Dec-21 	0% 	Fatal 	RMA cancelation case and the agent replied return to WH within time frame, should be esclated to WH 

Most of Maha's interactions are incorrect, Please send her warning. 

Also note that refresher session needs to be done urgently for everyone. 

Still waiting for the plan of action you are going to take. 

Regards 
Shakeeb 

From: "Shakeeb Arsalan" <[email-masked]> 
To: "hessah alosaimi" <[email-masked]>, "abdulmajeed alanzy" <[email-masked]> 
Cc: "elsadeg aa" <[email-masked]>, "Saurabh Dadu" <[email-masked]> 
Sent: Sunday, December 26, 2021 7:18:18 PM 
Subject: Fatal mistakes 

Hi Team, 

Please find the below fatal mistakes done by your Agents: 

Can we please go through these cases with the agents & share strict feedback. 

Agents has to be more focused while replying to the customers and make sure the issues are checked properly. 

Audit Type 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 	Remarks 
Chat 	Saud 	3602375 	6374558825 	14-Dec-21 	25-Dec-21 	0% 	Fatal 	
Informal language / cannot change the location after placing an order: C&C order: wrong reply 

Chat 	Maha 	3608435 	6371686298 	14-Dec-21 	25-Dec-21 	0% 	Fatal 	
Wrong reply: RMA status cancelled/ should be escalated 

Email 	Sara 	3612206 	6374115944 	15-Dec-21 	26-Dec-21 	0% 	Fatal 	
Wrong reply: no escalation: no PROPERTIES, ticket resolved 

Email 	Modhi 	3531067 	6369603787 	01-Dec-21 	24-Dec-21 	0% 	Fatal 	
Customer asking to upate her phone number and provided the new number however the agent asked her to confirm the number and did not escalate the ticket 

Email 	Amira 	3509383 	6369409367 	01-Dec-21 	24-Dec-21 	0% 	Fatal 	
Ticket should have been escalated as it is a late delivery case 

Email 	Amira 	3552704 	6368825816 	06-Dec-21 	24-Dec-21 	0% 	Fatal 	
Late collection: need escalation: AWB canceled should created a new AWB , Properties not filled properly 

Email 	Sara 	3551863 	6368204640 	06-Dec-21 	24-Dec-21 	0% 	Fatal 	
Wrong reply: wrong escalation 

Email 	Maha 	3555736 	6371744321 	07-Dec-21 	25-Dec-21 	0% 	Fatal 	
Did not escalate the ticket 

Email 	Amira 	3576288 	6370871405 	09-Dec-21 	25-Dec-21 	0% 	Fatal 	
Rejected and Shared with Payfort 

Email 	Sara 	3571382 	6365800559 	09-Dec-21 	25-Dec-21 	0% 	Fatal 	
REFUND_FOLLOW_ON: 12/11 successfully 

Email 	Amira 	3581185 	6371989566 	10-Dec-21 	25-Dec-21 	0% 	Fatal 	Wrong escalation 
Email 	Sara 	3536885 	6369378266 	13-Dec-21 	26-Dec-21 	0% 	Fatal 	
Wrong escalation. Should be escalated to the warehouse of check if the two orders were returned with the order which was already refunded 

Email 	Reenad 	3598461 	6374287173 	13-Dec-21 	26-Dec-21 	0% 	Fatal 	
The customer did not ask for cancelation however the agent sent cancellation response 

Email 	Amira 	3574844 	6372222273 	14-Dec-21 	26-Dec-21 	0% 	Fatal 	
Should escalate the new phone number provided by the customer 

Chat 	Modhi 	3611758 	6371054234 	15-Dec-21 	26-Dec-21 	0% 	Fatal 	
Wrong reply: no escalation: the ticket closed: C contacted us many times regarding the same issue: ne escalation raised 

Please let me know the plan on how we are going to improve the quality of the interactions. 

Regards 
Shakeeb