Subject: Fatal Cases 19th Apr - 9th May 2022 (Feedback )
From: Elharith Elsiddig <[email-masked]>
To: "Sayed Humera" <[email-masked]>
Cc: Ankur Kwatra <[email-masked]>, Apoorv Joshi <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, Manish Kumar <[email-masked]>
Date: Sun, 12 Jun 2022 02:16:27 -0700 (MST)

Hi Huma, 

PFB fatal mistakes we come across while doing the quality Audits, Please go through the details below and do not repeat the same again. 

Audit Type 	Audited By 	Agent Name 	Ticket/ Email Id 	Order # 	Customer's Email Date 	Audit Date 	Email Score 	Email Score Category 	Remarks 
Email 	ELHARITH 	huma sayed 	4255255 	9.57E+09 	26-Apr-22 	12-May-22 	0% 	Fatal 	The order 9567825051 has been placed successfully 
Email 	ELHARITH 	huma sayed 	4315175 	NA 	5-May-22 	20-May-22 	0% 	Fatal 	The customer reported that he return 2 items yet the agent adivse him regarding an order having one item only (Store Purchase) 
Email 	ELHARITH 	huma sayed 	4314575 	4.67E+09 	5-May-22 	20-May-22 	0% 	Fatal 	The csutomer placed the order using my credit the agent informed the cx that there is no refund 
Email 	ELHARITH 	huma sayed 	4329208 	9.57E+09 	8-May-22 	23-May-22 	0% 	Fatal 	The cx clearly mention that he had two items not returned yet so we can figure that the order number 9675643329 is not the meant (9568083239) 

Also, you have to focus on the below points have been noticed in your interactions with the customers: 

    * To provide correct & full/complete resolution to Customer query 
    * Addressing all the queries of the cx single/Multiple Queries 

Your score from 19th Apr - 9th May was 83%% which is below the benchmark. 

Please note that you have to improve your performance in order to meet & exceed the benchmark which is 85%. 

You have to focus on while sending any response to the customer and that should be 100% Accurate. 

Regards, 
Elharith