Subject: RE: Feedback regarding WA chat - Urgent..!!
From: Mohd Imran <[email-masked]>
To: Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Malik Ismail <[email-masked]>, Shakeeb Arsalan <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Fri, 1 Apr 2022 07:38:38 +0000

Hi Deeksha,

Thanks for sharing the details.

It's alright, we will leave it with you as to what is best for this situation.

However, let's ensure basic hygiene is being followed and there should be zero cases moving forward.

From: Deeksha Dadu <[email-masked]>
Sent: Thursday, 31 March 2022 3:16 PM
To: Mohd Imran <[email-masked]>; Saurabh Dadu <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Malik Ismail <[email-masked]>; Shakeeb Arsalan <[email-masked]>; Manish Kumar <[email-masked]>; Apoorv Joshi <[email-masked]>
Subject: Re: Feedback regarding WA chat - Urgent..!!

External email sender, please take precaution.
Hello Imran,

Most of the time agents are handling 3-4 chats, unless there is a spike in the flow. At that time, they may need to handle more chats.

We have been doing regular audits and monitoring chats in real time as much as possible to spot such mistakes and have been sharing feedback with the agents. The supervisor also found this chat while doing the audits today and spoke to Mayar.

I have instructed the supervisors to be a lot more stringent in real time monitoring and audits to prevent such mistakes from happening in the first place.

From our point of view, if the mistake falls in the category of some process gap or communication skills, we are happy to work with the agents to help them improve. However, not even reading the customers' questions and continuing to give tangent replies in chat like what Mayar did is indicative of a will issue and we have zero tolerance for such behavior. I would have still understood if she was new but given that she was an old agent coupled with other disciplinary issues we were facing with her, it was best to let her off. We have given her warnings in the past as well but did not see much improvement. She was also showing resistance in resuming work from office and hence, the decision.

Please let me know if you have any other questions.

Kind regards,
Deeksha

________________________________
From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, March 31, 2022 2:38 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]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: RE: Feedback regarding WA chat - Urgent..!!

Hi Saurabh,

Appreciate your prompt reply and action. Have a couple of questions here.

What is the maximum number of chats that agents are handling at a time?

And how we are planning to avoid these kinds of replies and interactions from agents. Immediate termination may not be the right action here, Specially if an agent is working for us since a while and is aware of the process.

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, 31 March 2022 12:48 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]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Feedback regarding WA chat - Urgent..!!

External email sender, please take precaution.

Hi Imran,

The agent has been terminated with immediate effect.

Saurabh Dadu

LiveSalesman

India: +91 120 4332621 x 17

US: 1 240 949 2437

Cell: +91 9810175203

________________________________

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: 31 March 2022 2:12 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]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Re: Feedback regarding WA chat - Urgent..!!

Checking immediately

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: 31 March 2022 2:11 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]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Shakeeb Arsalan <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Subject: Feedback regarding WA chat - Urgent..!!

Hi Saurabh/Deeksha,

We came across one WA chat that was unprofessionally handled.

The customer’s concern was regarding the availability of a gift wrap option and shipping charges, the agent replied to check the shipping cost with the website link. On asking gift wrap option she got a reply with a process on how to apply refund voucher. We cannot give this sort of experience to our customers.

The customer also mentioned that, is she talking to a robot or what?

Are agents even reading the customer’s message before replying?

And what are the maximum number of chats that agents are handling at a time?

We need this agent “Mayar Nasser” removed with immediate effect from chats. And also, please update what action we have taken against her.

https://landmarkgroup16.freshchat.com/a/510395015250362/inbox/search/gift%20wrap/conversation/597548218158865

[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