Subject: Re: Regarding response ratio
From: Deeksha Dadu <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Mohd Imran <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Elharith Elsiddig <[email-masked]>, Manish Kumar <[email-masked]>, Ankur Kwatra <[email-masked]>, 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, 9 May 2022 10:02:53 +0000

Hi Imran,

Thank you for your email.

Can we have a call day after tomorrow i.e. Wednesday at 2:30pm Dubai time?

Thanks

Regards,
Deeksha
________________________________
From: Apoorv Joshi <[email-masked]>
Sent: Monday, May 9, 2022 3:12 PM
To: Mohd Imran <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; Elharith Elsiddig <[email-masked]>; Manish Kumar <[email-masked]>; Ankur Kwatra <[email-masked]>; mustehsan.siddiqui <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Jessie Caparas <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Re: Regarding response ratio

Hi Imran,

Thank you for your email.

Sure, please do let us know when we can have the call and we will be there.

Regards,
Apoorv

________________________________
From: "Mohd Imran" <[email-masked]>
To: "saurabh" <[email-masked]>, "deeksha" <[email-masked]>, "Elharith Elsiddig" <[email-masked]>, "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Ankur Kwatra" <[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]>
Sent: Monday, May 9, 2022 2:58:02 PM
Subject: RE: Regarding response ratio

Hi Saurabh,

Can we have a call tomorrow on this, regarding all automation process and SOP.

From: Mohd Imran
Sent: Monday, 18 April 2022 5:17 PM
To: Saurabh Dadu <[email-masked]>; Deeksha Dadu <[email-masked]>; Elharith Elsiddig <[email-masked]>; Apoorv Joshi <[email-masked]>; Manish Kumar <[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]>
Subject: Regarding response ratio

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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