Subject: Re: LSM quality report (Mar' 22)
From: Deeksha Dadu <[email-masked]>
To: Shakeeb Arsalan <[email-masked]>
Cc: Mohd Imran <[email-masked]>, Manish Kumar <[email-masked]>, Apoorv Joshi <[email-masked]>, Saurabh Dadu <[email-masked]>, Elharith Elsiddig <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>
Date: Mon, 21 Mar 2022 16:33:46 +0000

Hi Imran,

Thanks for sharing this.

I will make sure all these issues are addressed immediately.

@Apoorv/ Shakeeb: please schedule a team meet at 1pm IST. I need to speak with you all about this.

Regards,
Deeksha

Sent from my iPhone

On 21 Mar 2022, at 22:00, Shakeeb Arsalan <[email-masked]> wrote:

Hi Imran,

Thanks for sharing the scores.

The below points will be addressed to all of the agents, and will share documented feedback with all of the agents who scored fatal.

Regards
Shakeeb

________________________________
From: "Mohd Imran" <[email-masked]>
To: "Shakeeb Arsalan" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Saurabh Dadu" <[email-masked]>, "Deeksha Dadu" <[email-masked]>, "Elharith Elsiddig" <[email-masked]>
Cc: "Mustehsan Siddiqui" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "Malik Ismail" <[email-masked]>
Sent: Monday, March 21, 2022 8:21:03 PM
Subject: LSM quality report (Mar' 22)

Hi Team,

Please find below QA scores for the month of Mar’22, and points discussed in the calibration.

  *   Issues with wrong disposition are higher in number, agents need to be focused while disposing of the interaction. It should be as per the scenario.
  *   Seems that disposition issues are only will issues, we cannot dispose of the interaction of return into delivery follow-ups.
  *   Disposition is one of the critical reports which are being shared with upper management, and there should be zero errors in it.
  *   Order id is mandatory to put under disposition, if available from customer and in all post order queries.
  *   Syntax and grammatical errors, need to be avoided. Before sending any reply, we can paste the draft in MS word to check any extra spaces or typos.
  *   Do share documented and verbal feedback to the agents scoring fatal and are below benchmark.

As requested, attached is the PPT for our last few month’s performances in terms of quality and C-SAT, please go through that and make team aware of their current performance.

LSM
Ithraa
Agent name
QA score
Agent name
QA score
Ziena Saeed
97%
Asma Salem
97%
Ahmad Hokan
93%
Shehanah Khalid
93%
Sayed Humera
93%
Reenad Alosaimi
87%
Mazen Mohammed
93%
Saud Almutlaq
87%
Abdulqader Ahmad
91%
Amira Alanaz
85%
Mazin ibrahim bassi
90%
Rashid Rashoud
84%
Ali Atef
89%
Shahad Albelihed
81%
Mohammad Elbdari
87%
Modhi Alanzi
79%
Aya Saoud
85%
Naif Teni
75%
Mohammad Elbdarii
83%
Grand Total
85%
Mayar nasser mahmoud
82%
Mohammed Abdullah Bahashwan
80%
Mazim Ibrahim
79%
huma sayed
79%
Mohammad Tawfik
78%
Mohammed Bahashwan
77%
Mais Said
73%
Grand Total
85%

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

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