Subject: LSM quality report (June' 21)
From: Mohd Imran <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Akshay Berry <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Mon, 21 Jun 2021 09:34:34 +0000

Hi Team,

Please find below quality score for the month of June 2021 and points which we had discussed during calibration.

  *   Casual statements should be avoided on chats and emails.
  *   Escalation procedure should be clear to everyone, including complete details of the issue in the email/ticket as per the customer's ask.
  *   Product and project needs to be selected properly while disposition.
  *   In case wherein customer is not responding on chat, agent need to give proper warning and wait time before resolving/closing any chat.
  *   Apology and empathy need to be done promptly where it is required.
  *   Opening and closing of chats and emails need to be in proper standard format.

Agent name
Quality score
Hokan
97%
Samer
96%
Elharith
95%
Ebrahim
95%
Abdulqader
94%
Bahashwan
93%
Sohaib
93%
Loujain
92%
Omer
91%
MBS
91%
Ziena
90%
Yasser
90%
Atef
90%
Murshed
90%
HAQUE
90%
Mazen
89%
Humera
88%
Elbdari
88%
Divyanshu
88%
Prince
88%
Aya
87%
Mazim
86%
Hamza
85%
Fahim
84%
Hamood
84%
Osman
84%
Rahul
83%
Alsharif
82%
Fatma
82%
Mayar
81%
Almustafa
69%
Grand Total
88%

Kindly share a documented and verbal feedback to the agents who scored fatal and to bottom quartile as well.

Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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