Subject: Re: Diverting customer to other channels
From: Saurabh Dadu <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>, Mohd Imran <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 17 Nov 2021 15:16:48 +0000

Shakeeb,

I need someone to check EVERYDAY by searching for the text from call call center canned response in tickets where the customer was diverted to Voice Call center.

I need this in report sent to me daily for next 7 days clearly mentioning how many chats and tickets where the customer was diverted - and clear explanation of reason, list of agents and ticket numbers.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Shakeeb Arsalan <[email-masked]>
Sent: 17 November 2021 8:44 PM
To: Mohd Imran <[email-masked]>
Cc: Apoorv Joshi <[email-masked]>; Manish Kumar <[email-masked]>; mustehsan.siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Deeksha Dadu <[email-masked]>; Saurabh Dadu <[email-masked]>
Subject: Re: Diverting customer to other channels

Hi Imran,

Apologize for that.

Will cascade the same again to everyone and make sure this is not repeated by anyone.

Regards
Shakeeb

________________________________
From: "Mohd Imran" <[email-masked]>
To: "Shakeeb Arsalan" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[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]>, "Deeksha Dadu" <[email-masked]>, "Saurabh Dadu" <[email-masked]>
Sent: Wednesday, November 17, 2021 8:29:14 PM
Subject: Diverting customer to other channels

Hi All,

It has been regularly observed that our non-voice agents are redirecting customer’s to other channels as in stores and voice team.

Impact –

  *   Hampering customer experience by passing on his concerns to various channels.
  *   Impacting FCR and faster resolution.

Expectations –

  *   We need to insure that issues get resolved on the very first contact.
  *   Diversion to store should only be done for store related issues.
  *   Both voice and non-voice team are having same level of capability to close the issues at their end.

Earlier this practice was stopped. However, due to recent increase in volume, cases has been observed.

Please download these updates to front end team and this should be adhered on immediate basis.

Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

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