Subject: Re: LSM & Ithraa quality report (May' 22)
From: Apoorv Joshi <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Manish Kumar <[email-masked]>, Ankur Kwatra <[email-masked]>, Alanzi <[email-masked]>, malik ismail <[email-masked]>, Naif <[email-masked]>, Elharith Elsiddig <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, escalations dxbteam <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Sat, 11 Jun 2022 00:17:18 -0700 (MST)

Hi Imran, 

Thank you for sharing the below. 

We will share the documented feedback with all the agents below benchmark and will keep you in loop on the same. Also, as discussed we will implement the self audit process for the agents as well and will start giving them cases for self audit. 

We will try to get these scores improved asap. 

Thanks and Regards, 
Apoorv 

From: "Mohd Imran" <[email-masked]> 
To: "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Ankur Kwatra" <[email-masked]>, "Alanzi" <[email-masked]>, "malik ismail" <[email-masked]>, "Naif" <[email-masked]>, "Elharith Elsiddig" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "escalations dxbteam" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Friday, June 10, 2022 9:07:20 PM 
Subject: LSM & Ithraa quality report (May' 22) 

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 20 th 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% 				

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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