Subject: Re: C-Sat feedback for the period 3 to 9 October 2021
From: Shakeeb Arsalan <[email-masked]>
To: Jessie Caparas <[email-masked]>, Mohamed Nagy <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, escalations dxbteam <[email-masked]>, Mohd Imran <[email-masked]>
Date: Sun, 24 Oct 2021 08:27:59 -0700 (MST)

Hi Jessie & Nagy, 

We can connect any time you want after tomorrow to discuss this issue. 

Regards 
Shakeeb 

From: "Jessie Caparas" <[email-masked]> 
To: "Shakeeb Arsalan" <[email-masked]>, "Mohamed Nagy" <[email-masked]> 
Cc: "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "Mohd Imran" <[email-masked]> 
Sent: Sunday, October 24, 2021 5:22:40 PM 
Subject: RE: C-Sat feedback for the period 3 to 9 October 2021 

[ mailto:[email-masked] | @Shakeeb Arsalan ] 

I strongly suggest you connect with my team on this the soonest as there is no improvement on the scores and reasons for D-SAT has remained the same. 

Thank you and Kind Regards, 

Jessie Caparas 

T: +97145172087 

From: Shakeeb Arsalan <[email-masked]> 
Sent: Sunday, October 24, 2021 3:24 PM 
To: Mohamed Nagy <[email-masked]> 
Cc: Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; Escalations Dxbteam <[email-masked]>; Jessie Caparas <[email-masked]>; Mohd Imran <[email-masked]> 
Subject: Re: C-Sat feedback for the period 3 to 9 October 2021 

External email sender, please take precaution. 

Hi Nagy, 

Thank you for sharing the feedback with us, 

Will go through these cases and coach the Agents. 

Will arrange the meeting soon with you guys to discuss this issue further. 

Regards 
Shakeeb 

From: "Mohamed Nagy" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Shakeeb Arsalan" < [ mailto:[email-masked] | [email-masked] ] >, "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] >, "Manish Kumar" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "escalations dxbteam" < [ mailto:[email-masked] | [email-masked] ] >, "Jessie Caparas" < [ mailto:[email-masked] | [email-masked] ] >, "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Sunday, October 24, 2021 2:51:36 PM 
Subject: RE: C-Sat feedback for the period 3 to 9 October 2021 

Dear [ mailto:[email-masked] | 
@Shakeeb Arsalan ] , [ mailto:[email-masked] | 
@Apoorv Joshi ] and [ mailto:[email-masked] | 
@Manish Kumar ] , 

We have revised some of the cases till the date of 18 th of October, unfortunately we can not see an improvement in the agent’s behavior in some of the cases, which came as follows : 

    * Agents are still replying with answers not related to the issue. 
    * Giving wrong info. 
    * Personalization and alignment issue which persist still in the cases. 
    * The agents use canned reply without empathy in most of cases. 

we need to have a meeting soon enough to understand the action plan followed by your end in order to pass this challenge to achieve the needed targets, 

Regards, 

Mohamed Nagy 

From: Mohamed Nagy < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, October 18, 2021 11:37 AM 
To: Shakeeb Arsalan < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] >; Manish Kumar < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Escalations Dxbteam < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Mohd Imran < [ mailto:[email-masked] | [email-masked] ] > 
Subject: C-Sat feedback for the period 3 to 9 October 2021 
Importance: High 

Dear Team, 

We have supervised some of the D-Sat cases from 3 Oct to 9 Oct to the outliers. 

And we noticed that the same issue for the professionalism and personalization is still main concern in the agents replies, 

We have noticed as well another behavior of replying without getting the customer’s full concern or do not escalate the case to the correct team, which lead to customer dissatisfaction as a result. 

As we already met last week so we hope this week we can see the difference in their personalization and professionalism. 

Regards, 

Mohamed Nagy 

Escalation Desk – Web Team Landmark Group HQ - UAE 

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