Subject: RE: Tickets pendency (LSM KSA call center) - Urgent
From: Mohd Imran <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Shakeeb Arsalan <[email-masked]>
Date: Thu, 31 Mar 2022 13:39:29 +0000

Hi,

Sharing pendency and SLs as of today for the month of Mar ’22.

Till 31 - Mar
FRT
ART
C-SAT
Aging (Day)
Count
24h 39m
85h 3m
43%
≥5
954
≥10
488
≥15
500
≥20
470
≥25
267
≥30
158
Total
2837

From: Mohd Imran
Sent: Wednesday, 30 March 2022 6:29 PM
To: 'Saurabh Dadu' <[email-masked]>; 'Deeksha Dadu' <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; 'Shakeeb Arsalan' <[email-masked]>
Subject: RE: Tickets pendency (LSM KSA call center) - Urgent

Hi Saurabh,

Sharing pendency and SLs as of today for the month of Mar ’22.

Seen a bit of deduction in numbers. However, the pendency above 10 days is still on the higher side and needs to be cleared on priority.

Till 30 - Mar
FRT
ART
C-SAT
Aging (Day)
Count
23h 43m
84h 26m
42%
≥5
772
≥10
603
≥15
509
≥20
454
≥25
214
≥30
152
Total
2704

From: Mohd Imran
Sent: Tuesday, 29 March 2022 1:01 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Subject: RE: Tickets pendency (LSM KSA call center) - Urgent

Hi Saurabh,

Sharing pendency and SLs as of today for the month of Mar ’22.

Till 29- Mar
Aging (Day)
Count
FRT
ART
C-SAT
≤5
1057
22h 53m
85h 56m
42%
≤10
618
≤15
517
≤20
404
≤25
189
≤30
138
Total
2923

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, 28 March 2022 3:45 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>
Subject: Re: Tickets pendency (LSM KSA call center) - Urgent

External email sender, please take precaution.
Dear Imran,

Thanks for your email. We are already aware of this, and have taken the following steps:

  1.  There is a batch of new hires who are in training right now, once they are on floor next week we will have a lot more manpower in KSA to handle this.
  2.  We have created automated scenarios in our system, where agents in India can tag KSA tickets. And then based on certain Tags - system will send an automated first response for resolution. With this - we will be able to send highly customised emails to clients for FCR without ever needing a reply from a KSA agent. This will take care of atleast 40 - 50% of all new incoming emails, hence letting the agents focus on Chat/other channels communication. I am personally working on this project with the team, and pushing to roll it out by as early as tomorrow.
Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: 28 March 2022 4:52 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]> <[email-masked]<mailto:[email-masked]>>
Subject: Tickets pendency (LSM KSA call center) - Urgent

Hi Saurabh/Deeksha,

LSM KSA performance is highly poor this month. All our non-voice SLAs in KSA has gone for a toss.

Around 2794 tickets are pending to be closed and Ramadan is due by next week, can we get the team to expedite closure of these tickets asap? We don’t want to be in a complex situation during Ramadan.

Below is the aging of open tickets, we need urgent closure of tickets aging more than 10 days.

Aging (Day)

Count

FRT

ART

C-SAT

≤5

1072

23h 1m

87h 11m

42%

≤10

533

≤15

553

≤20

336

≤25

192

≤30

108

Total

2794

Let us know if any support is needed. We will keep sharing these numbers daily this week.

[Logo  Description automatically generated]

Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

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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