Subject: Re: Regarding response ratio
From: Deeksha Dadu <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Elharith Elsiddig <[email-masked]>, Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, "[email-masked]" <[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: Wed, 1 Jun 2022 16:15:24 +0000

Hello Imran,

Thanks for sharing this report. We will investigate this and come back to you as soon as possible.

@ Apoorv: please call me tomorrow to discuss this.

Regards,
Deeksha

Sent from my iPhone

On 1 Jun 2022, at 20:03, Mohd Imran <[email-masked]> wrote:

Hi Team,

Sharing response ratio for groups bifurcated between LSM India, Ithraa, and HC Kuwait.

We have closed May month way above our targets. None of the teams were able to achieve the targets, LSM and HC KW were above 2.

Can the team do some RCA and check up on this and get back to us, that what went wrong? And why do we have these many numbers of responses on tickets.

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
Feb-22
8437
8288
14852
1.8
Feb-22
9847
9253
13517
1.5
Feb-22
542
510
1025
2
Mar-22
9052
8873
15857
1.8
Mar-22
13962
12262
16796
1.4
Mar-22
523
528
1114
2.1
Apr-22
11997
11322
19566
1.7
Apr-22
22374
20319
28388
1.4
Apr-22
599
591
1050
1.8
May-22
8030
8873
18469
2.1
May-22
11327
15714
26058
1.7
May-22
370
388
1015
2.6

From: Mohd Imran
Sent: Wednesday, 11 May 2022 2:56 PM
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]>
Subject: RE: Regarding response ratio

Hi Team,

Sharing the response ratio across all groups.

We haven’t closed April month on the required benchmark and May is also way above targets.

Can we look into this, and get it reduced? on priority as we still have 20 days left in the month. LSM and HC KW are trending around 2.0. However, our targets are on are below 1.3.

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
11997
11322
19566
1.7
Apr-22
22374
20319
28388
1.4
Apr-22
599
591
1050
1.8
May-22
2577
3372
6626
2.0
May-22
3765
7979
11354
1.4
May-22
114
130
287
2.2

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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