Subject: Re: C-SAT Rating & Feedback - September 1-11
From: Apoorv Joshi <[email-masked]>
To: Jessie Caparas <[email-masked]>
Cc: Shakeeb Arsalan <[email-masked]>, Manish Kumar <[email-masked]>, Akshay Berry <[email-masked]>, Faraz Lohani <[email-masked]>, Mohamed Mahmoud <[email-masked]>, mohamed nagy <[email-masked]>, Mohd Imran <[email-masked]>
Date: Thu, 30 Sep 2021 06:18:07 -0700 (MST)

Hi Jessie, 

Thank you for sharing the feedback. 

We will go through the feedback you have shared and will share it with the team. Regarding the meeting, yes sure, please do let us know when you are free and we will discuss this so that this can be rectified asap. 

Regards, 
Apoorv 

From: "Jessie Caparas" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]> 
Cc: "Akshay Berry" <[email-masked]>, "Faraz Lohani" <[email-masked]>, "Mohamed Mahmoud" <[email-masked]>, "mohamed nagy" <[email-masked]>, "Mohd Imran" <[email-masked]> 
Sent: Thursday, September 30, 2021 6:14:43 PM 
Subject: RE: C-SAT Rating & Feedback - September 1-11 

Hi Shakeeb and Team, 

Let’s have a call early next week to review these DSAT reasons for our KSA agents. 

Our CSAT for last week has taken a huge dip and we need to get this rectified asap. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Jessie Caparas 
Sent: Monday, September 20, 2021 4:43 PM 
To: Shakeeb Arsalan <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]> 
Cc: Akshay Berry <[email-masked]>; Faraz Lohani <[email-masked]>; Mohamed Mahmoud <[email-masked]>; Mohamed Nagy <[email-masked]>; Mohd Imran <[email-masked]> 
Subject: RE: C-SAT Rating & Feedback - September 1-11 
Importance: High 

Hi Shakeeb and Team, 

The C-SAT DSAT scores for this week has taken a dive and would need you guys to go through this asap. 

Lets have a discussion on the results the soonest. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Jessie Caparas 
Sent: Monday, September 13, 2021 4:15 PM 
To: Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] >; Manish Kumar < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Akshay Berry < [ mailto:[email-masked] | [email-masked] ] >; Faraz Lohani < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Mahmoud < [ mailto:[email-masked] | [email-masked] ] >; Mohamed Nagy < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] > 
Subject: C-SAT Rating & Feedback - September 1-11 
Importance: High 

Hi Shakeeb and Team, 

Upon deep diving C-SAT, we found the below agents are having some knowledge concerns. 

Requesting you all to review the below, provide the training and feedback to the team and monitor their progress in the next few weeks. 

	

Survey Received Time 	

Ticket Id 	

Rating 	

Group 	

Agent 	

ASSIGNED TO 	

REASON FOR D-SAT 	

REMARKS 

9/1/2021 9:54 	

3046153 	

Extremely dissatisfied 	

LSM KSA Call Center 	

Zain Ali 	

AB 	

CS KNOWLEDGE GAP/AGENT ISSUE 	

agent giving canned response, no escalation done to courier 

9/6/2021 11:20 	

3063874 	

Extremely dissatisfied 	

LSM KSA Call Center 	

Fatima Anazi 	

FL 	

CS KNOWLEDGE GAP/AGENT ISSUE 	

issue was not addressed properly 

9/11/2021 15:31 	

3087396 	

Extremely dissatisfied 	

LSM KSA Call Center 	

Mariam kharjy 	

FL 	

CS KNOWLEDGE GAP/AGENT ISSUE 	

out of stock items don’t just disappear from the cart 

9/9/2021 17:49 	

3028426 	

Extremely dissatisfied 	

LSM KSA Call Center 	

Saud Almutlaq 	

Hussein 	

CS KNOWLEDGE GAP/AGENT ISSUE 	

There is dropped payment ( better next time asks the customer for the info of deduction to check with finance) 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

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