Subject: Regarding response ratio
From: Mohd Imran <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Deeksha Dadu <[email-masked]>, Elharith Elsiddig <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Mon, 18 Apr 2022 13:16:59 +0000

Hi Team,

Our response ratio is getting higher in comparison to the previous quarter.

For LSM (India) it is around 1.9 and for KW HC it is above 2.0. Our targeted and agreed response ratio was between 1.2 to 1.3. However, we lacked here to achieve the targets.

We should avoid repeated and unwanted responses to customers and try to close the case with as many as fewer responses.

@Elharith Elsiddig<mailto:[email-masked]> & @Apoorv Joshi<mailto:[email-masked]>, please start marking down agents in the quality audit wherein unwanted or repeated responses have been sent to customers.

Below is the detailed data from Jan to 17 April ’22 for all groups. Let’s target and reduce the ratio to the required one.

We will be sharing this report weekly to gauge our performance and improvements.

LSM
Ithraa
HC KW
Month
Tickets assigned
Tickets resolved
Responses
Resp. Rate
Month
Tickets assigned
Tickets resolved
Responses
Resp. Rate
Month
Tickets assigned
Tickets resolved
Responses
Resp. Rate
Jan-22
9186
9795
18440
1.9
Jan-22
11342
11663
16501
1.4
Jan-22
460
459
928
2.0
Feb-22
8437
8288
14852
1.8
Feb-22
9847
9253
13517
1.5
Feb-22
542
510
1025
2.0
Mar-22
9052
8873
15857
1.8
Mar-22
13962
12262
16796
1.4
Mar-22
523
528
1114
2.1
Apr-22
5891
5804
10285
1.8
Apr-22
9923
8968
10098
1.1
Apr-22
374
348
670
1.9

[Logo  Description automatically generated]
Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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