Subject: LSM & Ithraa quality report (May' 22)
From: Mohd Imran <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Manish Kumar <[email-masked]>, Ankur Kwatra <[email-masked]>, "[email-masked]" <[email-masked]>, Malik Ismail <[email-masked]>, "[email-masked]" <[email-masked]>, Elharith Elsiddig <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Escalations Dxbteam <[email-masked]>
Date: Fri, 10 Jun 2022 15:36:12 +0000

Hi Team,

Please find below quality scores and points discussed in calibration, also attaching the quality sheet for May 2022.

  *   As discussed, please implement the self-audit process, and share the report by maximum of 20th June. We need at least 2 audits per agents from both India and KSA teams.
  *   Willingness to help is missing in few of the interactions wherein the agent could have gone extra mile to help the customer.
  *   In case if customer is enquiring about the return process, do inform him about the refunds, as this will help customer in getting his concern resolved in one go and to avoid repeated contacts.
  *   Apology and empathy should be done in all interactions promptly wherein it is required.
  *   In case if we have customer’s details available, agent can proactively take their confirmation and start assisting.
  *   Please share documented feedback with agent whose scores are below benchmark and scored fatal.

LSM
Score
Ithraa
Score
Shehanah Khalid
100%
Hilah Alolayan
96%
Ahmad Hokan
96%
Asma salem
95%
Khalid Alamri
96%
Shahad Albelihed
95%
Samer Salmeh
96%
Shehanah Khalid
94%
Shahad Albelihed
96%
Amirh Alanzi
91%
Sohaib
95%
Rashid Rashoud
90%
Aya Saoud
93%
Reenad Alosaimi
89%
Mais Said
93%
Hessah Alsufayyan
87%
Mazin ibrahim bassi
93%
Amira Alanaz
86%
Reenad Alosaimi
92%
Nihal Alsaiari
84%
Asma salem
92%
Khalid Alamri
83%
Ziena Saeed
91%
Saud Almutlaq
78%
Amira Alanaz
91%
Abdulrahman alqumea
76%
Ali Alsareti
90%
Abdulilah Alhuwairini
75%
Rashid Rashoud
90%
Maha Alrasheedi
70%
Mohammad Elbdari
90%
Turki Alotaibi
59%
Athar
89%
Maha
45%
Abdulilah Alhuwairini
89%
Grand Total
84%
Saud Almutlaq
88%
Abdulqader Ahmed
88%
Hilah Alolayan
86%
Hessah Alsufayyan
86%
Amirh Alanzi
85%
Abdulrahman alqumea
84%
Mohammed Abdullah Bahashwan
84%
huma sayed
83%
Mohamed Almustafa
82%
Mazen Mohd
80%
Maha Alrasheedi
70%
Nihal Alsaiari
44%
Maha
38%
Turki Alotaibi
23%
Grand Total
88%

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Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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