Subject: Re: Regarding response ratio
From: Saurabh Dadu <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>, Elharith Elsiddig <[email-masked]>, Manish Kumar <[email-masked]>, Ankur Kwatra <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Apoorv Joshi <[email-masked]>
Date: Wed, 11 May 2022 08:04:55 +0000

Yes confirmed I will send you an invite in a bit

Regards,

Saurabh Dadu
LiveSalesman

On 11-May-2022, at 1:26 PM, Mohd Imran <[email-masked]> wrote:

Hi Deeksha,

Hope you are doing good.

Do we have a call today @ 2:30 pm Dubai time regarding this?

From: Saurabh Dadu <[email-masked]>
Sent: Monday, 9 May 2022 7:42 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Apoorv Joshi <[email-masked]>
Cc: Deeksha Dadu <[email-masked]>; Mohd Imran <[email-masked]>; Elharith Elsiddig <[email-masked]>; Manish Kumar <[email-masked]>; Ankur Kwatra <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>
Subject: Re: Regarding response ratio

External email sender, please take precaution.
Hi Mahmoud,

Thanks for your email:

  1.  We have taken a note of improving the responses and we will work actively over next 1 week to bring in much greater degree of accuracy. I am personally going to work with the team.
  2.  There is an issue with some scenarios which need to be added, some responses need to be more accurate, and agent training. For Example the case you sent where the customer was asking when will and how will I get a refund for a COD order I returned, we did not add a specific scenario for this. The agent should have ideally selected other, so that a human agent should address that query. Apoorv will now add a scneario - returned - how & when will I get refund for COD order. Which will include when to expect refund, how much refund to expect, and how would the refund be, and how can they use mycredit.

  1.  The agents do not get to see the response before its sent, because technically the agents are just "Tagging" the cases. The agents get to see the response after its sent, so if they notice something a miss, they point to the supervisor on floor, who would immediately get someone from Ithraa to send correct response.

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: 09 May 2022 9:05 PM
To: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Apoorv,

Do the agent got chance to review the response before sending it, or once they update the tags the responses automatically been sent ?

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 9, 2022 7:07 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: deeksha <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; saurabh <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

External email sender, please take precaution.

HI Mahmoud,

Please find the requested details regarding Automation.

Thanks and Regards,

Apoorv

________________________________

From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>
To: "deeksha" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>
Cc: "saurabh" <[email-masked]<mailto:[email-masked]>>, "Elharith Elsiddig" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 9, 2022 5:45:59 PM
Subject: RE: Regarding response ratio

Hi Apoorv Joshi<mailto:[email-masked]>

response in the scenario is irrelevant to customer inquire 4207403, and 4301962.

Kindly share the available automation tags and each associated response.

Thanks

From: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 9, 2022 2:03 PM
To: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

External email sender, please take precaution.

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]<mailto:[email-masked]>>
Sent: Monday, May 9, 2022 3:12 PM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Ankur Kwatra <[email-masked]<mailto:[email-masked]>>; mustehsan.siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "saurabh" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Elharith Elsiddig" <[email-masked]<mailto:[email-masked]>>, "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Ankur Kwatra" <[email-masked]<mailto:[email-masked]>>
Cc: "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]<mailto:[email-masked]>>, "Jessie Caparas" <[email-masked]<mailto:[email-masked]>>, "malik ismail" <[email-masked]<mailto:[email-masked]>>, "Mohammad Shababe Quamar" <[email-masked]<mailto:[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]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; [email-masked]<mailto:[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Jessie Caparas <[email-masked]<mailto:[email-masked]>>; Malik Ismail <[email-masked]<mailto:[email-masked]>>; Mohammad Shababe Quamar <[email-masked]<mailto:[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

Regards,

Mohd. Imran

Customer Support WEB TEAM.

Landmark Tower, Dubai

+971-45172116

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This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com