Subject: LSM & Ithraa quality scores (Dec'22)
From: Mohd Imran <[email-masked]>
To: Apoorv Joshi <[email-masked]>, Harshita Parmar <[email-masked]>, Bidipta Dutta <[email-masked]>, Manish Kumar <[email-masked]>, Nikhil Bishnoi <[email-masked]>
Cc: Mustehsan Siddiqui <[email-masked]>, Jessie Caparas <[email-masked]>, Nashwa Elshafey <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, Malik Ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>
Date: Mon, 2 Jan 2023 10:35:01 +0000

Hi Team,

Sharing below quality scores based on the report received from your end, and points which we had discussed in the last two calibrations.

  *   Using brand opening and closure in all interactions.
  *   The apology should be mentioned directly after the customer’s concern, not after the order number or details.
  *   The chat and email should have a human touch robotic replies should be avoided.
  *   Encourage agents to use their decision-making skills while addressing customers’ issues.
  *   Disposition needs to be done as per the scenario and customer’s issue.
  *   In case queries are coming in for return and a refund is anticipated, the agent should inform the refund process and TAT to eradicate the scope for a repeat customer.
  *   Sentence formation needs to be proper without any grammatical mistakes.
  *   Canned responses should be properly used, as per the scenario.

Ithraa
QA Score
LSM
QA Score
Reenad Alosaimi
95%
Mais hasan
90%
Saud Almutlaq
95%
Jawa Antakli
82%
Rana Almotiri
94%
Huma
66%
Shroog Alshabib
94%
Zeina Abdeen
58%
latifa alsunaidi
93%
Hamza
0%
Asma Salem
93%
Grand Total
75%
Samer Alorainii
93%
Hilah Alolayan
92%
Shoaa nfeesah
91%
Amira Alanaz
90%
Hessah Alsufayyan
89%
alanoud alotaibi
88%
batool alotibi
84%
Abdulrahman alqumea
81%
afnan eyad
75%
Grand Total
89%

[Logo  Description automatically generated]
Regards,
Mohd. Imran
Customer Support WEB TEAM.
Landmark Tower, Dubai
+971-45172116

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