Subject: RE: Regarding response ratio
From: "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>
To: Saurabh Dadu <[email-masked]>, Mohd Imran <[email-masked]>, Apoorv Joshi <[email-masked]>, Elharith Elsiddig <[email-masked]>, Manish Kumar <[email-masked]>, Ashish Dabral <[email-masked]>
Cc: Ankur Kwatra <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Thu, 26 May 2022 07:09:27 +0000

Hi Saurabh,

Thanks for your response.

As per auditing sheet.

  *   25% only are Arabic auditing despite automation applied for KSA, “Suggest increasing Arabic auditing”
  *   53 tickets were updated and closed without response, “Suggest not close immediately”.
  *   Response formatting needs more improvement.

Disable closing status: will keep the ticket updated as waiting for customer which is not counting in resolution time, “Suggest to keep status as waiting for customer”
Reduce BOT response: we can keep it 50% but let’s ensure continuous improvement for current scenarios and responses.
KSA reporting: we can share it in any format since it will show all KSA support tickets agreed KPI and SLA%.

Thanks again for sharing automation responses and auditing sheets

From: Saurabh Dadu <[email-masked]>
Sent: Tuesday, May 24, 2022 9:44 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Mohd Imran <[email-masked]>; Apoorv Joshi <[email-masked]>; Elharith Elsiddig <[email-masked]>; Manish Kumar <[email-masked]>; Ashish Dabral <[email-masked]>
Cc: Ankur Kwatra <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Jessie Caparas <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Deeksha Dadu <[email-masked]>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Dear Mahmoud,

Thank you for your email. Please accept my sincere apologies for this delayed email.

Point about the Wrong Item Delivered scenario is noted. Will additional scenario added there immediately.

Please see responses from past open items
• Review all BOT scenarios., “daily as part of QA”.: This is being done daily. There is a Google Sheet where Ankur, Apoorv and Elharit are on a daily basis doing the QA, and taking corrective action. @Apoorv Joshi<mailto:[email-masked]> please share that sheet with Mahmoud. Please let me know if you have time tomorrow to go over the QA sheet togather for Automation Cases.
• Disable closing status for all scenarios “improve Csat”, to be closed with 2 days “in case of no response”, date to be shared by Saurabh Dadu. We had done this for one day, however this started to impact the "Average Resolution Time" SLA. If you want we can keep it open again, but the SLA will be impacted.
• Reduce BOT response to 15% from KSA responded tickets. - Reducing to 15% is not possible, however as of right now we have reduced to almost 50% compare to almost 90% earlier
• Reduce KSA group and first assignment rules to be one group, “for accurate SLA reports”, “plan to be shared by Saurabh Dadu in two days”. - We have now accurate reports available to us. @Mahmoud Emadeldin Mahmoud Elsayed<mailto:[email-masked]> Please share the format in which you want the reports, and we will set that report for you. One report that will have combined report for full KSA. We will send you the report, and also set-up a call to show how you can get a combined report across multiple groups for SLAs
• Sharing Bot response sheet, “for reviews LSM agent performance”. - Already done
• Sharing LSM automation bot access to review escalation and responses scenarios. @Ashish Dabral<mailto:[email-masked]> Please export all templates into one PDF or Word file and send it to Mahmoud within 1 Day. Be sure all Arabic and English Responses are included

We are very closely monitoring this program, and we are noticing improvements every day. Please lets get on a call to discuss all these.

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: 24 May 2022 5:17 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Cc: 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]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi all,

Please check automation scenario response “Wrong Item Delivered” which always responding to customer to return items not considering some wrong delivered items are not retetanle and customer can’t raise return request on his account and can’t raise request if not register.

FYR: 4396502

And please reply to pending below point from last meeting.

Thanks

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, May 19, 2022 9:06 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Cc: 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]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: Re: Regarding response ratio

CAUTION: External email sender. Use care when clicking on links or opening attachments!

Hi Mahmoud,

Apologies for the delay.

We have the solution ready for you, please let me know when you can speak on a teams call? Does Sunday work for you?

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: 19 May 2022 1:17 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Cc: 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]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Saurabh,

Please reminder

From: Mahmoud Emadeldin Mahmoud Elsayed
Sent: Wednesday, May 18, 2022 3:31 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Cc: 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]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi Saurabh,

Any update on groups minizine point ?

From: Mahmoud Emadeldin Mahmoud Elsayed
Sent: Wednesday, May 11, 2022 4:56 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Elharith Elsiddig <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>
Cc: 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]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Subject: RE: Regarding response ratio

Hi All,

Thanks so much for taking the time to meet.

As a quick recap, we discussed:

  *   LSM Automation Operating Procedure.
  *   LSM bot quality and scenarios.
  *   BOT performance reports.
  *   Saudi team Group Assignment.
  *   KSA tickets SLA reports.
  *   Reviews LMS Bot responses before submitting.

We concluded that responses quality, scenarios and LSM Automation reports needs more sanity and quality review.

In order to make this happen, our next steps will be:

  *   Review all BOT scenarios., “daily as part of QA”.
  *   Disable closing status for all scenarios “improve Csat”, to be closed with 2 days “in case of no response”, date to be shared by Saurabh Dadu.
  *   Reduce BOT response to 15% from KSA responded tickets.
  *   Reduce KSA group and first assignment rules to be one group, “for accurate SLA reports”, “plan to be shared by Saurabh Dadu in two days”.
  *   Sharing Bot response sheet, “for reviews LSM agent performance”.
  *   Sharing LSM automation bot access to review escalation and responses scenarios.

We’ll plan to meet again, but please feel free to reach out with any questions, concerns, or relevant updates in the meantime.

Thanks

Mahmoud

-----Original Appointment-----
From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, May 11, 2022 3:26 PM
To: Mohd Imran; Mahmoud Emadeldin Mahmoud Elsayed
Cc: Apoorv Joshi; Deeksha Dadu; Elharith Elsiddig; Manish Kumar; Ankur Kwatra; Mustehsan Siddiqui; Jessie Caparas; Malik Ismail; Mohammad Shababe Quamar
Subject: RE: Regarding response ratio
When: Wednesday, May 11, 2022 5:00 PM-6:00 PM (UTC+05:30) Chennai, Kolkata, Mumbai, New Delhi.
Where:

External email sender, please take precaution.

Dear All, Please use this MS Teams link to join the call.

________________________________

From: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, May 11, 2022 9:21:18 AM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[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]>>; 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 Saurab,

Sure we can.

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, 11 May 2022 1:09 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Cc: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[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.

Imran

Can we push by 1 hour ?

Regards,

Saurabh Dadu

LiveSalesman

On 11-May-2022, at 2:22 PM, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>> wrote:

Hi @Saurabh Dadu<mailto:[email-masked]>

Is that available on Freshdesk? we want to ensure the LSM automation not impacting Freshdesk reports and all performance reports on Freshdesk is accurate

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, May 11, 2022 12:49 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[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.

Sure, if you want historical report with tagging productivity with agent stats we can provide

Get Outlook for iOS<https://aka.ms/o0ukef>

________________________________

From: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, May 11, 2022 1:36:53 PM
To: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[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 All,

For most of tickets were closed with one response by LSM automation, no agent name assigned to these tickets, below as example.

That’s impacting agent performance reports, do the agent who tag the automation should assigned it to himself or to one of KSA team in case of reopened KSA team can repose on time.

And not giving us reports for teams work on tagging automation

4340749

4341261

From: Saurabh Dadu <[email-masked]<mailto:[email-masked]>>
Sent: Monday, May 9, 2022 7:42 PM
To: Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]<mailto:[email-masked]>>; Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Cc: Deeksha Dadu <[email-masked]<mailto:[email-masked]>>; Mohd Imran <[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,

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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