Subject: RE: Audit Report: Jan 15 - Jan 21, 2023
From: Nashwa Elshafey <[email-masked]>
To: Apoorv Joshi <[email-masked]>
Cc: Bidipta Dutta <[email-masked]>, Safa Mursel <[email-masked]>, Manish Kumar <[email-masked]>, Mohd Imran <[email-masked]>, Nikhil Bishnoi <[email-masked]>, deeksha <[email-masked]>, Mustehsan Siddiqui <[email-masked]>
Date: Mon, 30 Jan 2023 13:03:19 +0000

Dear team,

Please find the below discussed points during our calibration:

  *   No need to apology to the customer when customer requesting a cancellation without mentioning if he is facing a problem or not better to assure help & provide all information required to help the customer.
  *   Usage of lengthy phrases is not preferable to explain anything regarding the payment better to use short & precise phrases.
  *   Chat opening should be ( Good Evening (Customer name), Thank you for contacting (Brand name), This is ( Agent Name), how can I help/assist you today?)

Below is the Avg scores for WK’3 after submitting the calibration scores

LSM
AVG Score
No of Interactions
Zai
98%
2
Khalid
95%
2
MD Bahashwana
95%
2
Mohd. Elbadri
95%
2
Mais Hasan
93%
2
Mohammad Tawfik
93%
2
Aya
90%
2
Hamza
90%
2
Reena
90%
2
Ziena Saeed
90%
2
Mohamed Almustafa
88%
3
Huma Sayed
85%
2
Murshed
85%
2
Mazen Mohd.
78%
2
Samer
75%
2
Abdulqader Ahmed
55%
3
Grand Total
86%
34

ITH
AVG score
No of interactions
Asma Salem
85%
2
Shoaa nfeesah
80%
2
Afnan eyad
79%
2
Saud Almutlaq
79%
2
Hilah Alolayan
75%
2
Abdulrahman Alqumea
75%
2
Reenad Alosaimi
75%
2
Hessah Alsufayyan
68%
2
Grand Total
77%
16

[Shape  Description automatically generated with medium confidence]
Thanks,
Nashwa ElShafey
Trainer – Customer Service
+971 55 292 3275
Landmark Group HQ, Marina, Dubai, UAE.
www.landmark.digital<http://www.landmark.digital>

From: Apoorv Joshi <[email-masked]>
Sent: Wednesday, January 25, 2023 12:48 PM
To: Nashwa Elshafey <[email-masked]>
Cc: Bidipta Dutta <[email-masked]>; Safa Mursel <[email-masked]>; Manish Kumar <[email-masked]>; Mohd Imran <[email-masked]>; Nikhil Bishnoi <[email-masked]>; deeksha <[email-masked]>; Mustehsan Siddiqui <[email-masked]>
Subject: Re: Audit Report: Jan 15 - Jan 21, 2023

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Nashwa,

PFA Audit between Jan 16 - 23, 2023

Regards,
Apoorv

________________________________
From: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
To: "Nashwa Elshafey" <[email-masked]<mailto:[email-masked]>>
Cc: "Bidipta Dutta" <[email-masked]<mailto:[email-masked]>>, "Safa Mursel" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, January 24, 2023 5:37:30 PM
Subject: Re: Audit Report: Jan 15 - Jan 21, 2023

Hi Nashwa,

Apologies for this, I will share the report for the previous week again by tomorrow as per the cycle you have mentioned and we will make sure the next reports also which I send are as per the cycle.

Thank you for your help.

Regards,
Apoorv

________________________________
From: "Nashwa Elshafey" <[email-masked]<mailto:[email-masked]>>
To: "Apoorv Joshi" <[email-masked]<mailto:[email-masked]>>
Cc: "Bidipta Dutta" <[email-masked]<mailto:[email-masked]>>, "Safa Mursel" <[email-masked]<mailto:[email-masked]>>, "Manish Kumar" <[email-masked]<mailto:[email-masked]>>, "Mohd Imran" <[email-masked]<mailto:[email-masked]>>, "Nikhil Bishnoi" <[email-masked]<mailto:[email-masked]>>, "deeksha" <[email-masked]<mailto:[email-masked]>>, "Mustehsan Siddiqui" <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, January 24, 2023 2:08:26 PM
Subject: RE: Audit Report: Jan 15 - Jan 21, 2023

Hi Apoorv,

Please make sure to share the reports with right audit date as per the report cycle :

  *   Report cycles should be as follow :

     *   Week 1 report should include only the calls fallen between 1st to 7th  each month & to be shared by 9th
     *   Week 2 report should include only the calls fallen between 8th to 15th each month & to be shared by 17th
     *   Week 3 report should include only the calls fallen between 16th to 23rd each month & to be shared by 25th
     *   Week 4 report should include only the calls fallen between 24th to 31th each month & to be shared by 2nd
Any calls will be in the reports not within the mentioned dates will be removed from the report and it will not be considered on the score, Audits should be within the week cycle not for previous weeks.

The previous report need to be corrected and shared again on time including the audits as per the cycle ,So please stick to the shared dates for better analysis

Thanks,
Nashwa

From: Apoorv Joshi <[email-masked]<mailto:[email-masked]>>
Sent: Monday, January 23, 2023 10:40 AM
To: Mohd Imran <[email-masked]<mailto:[email-masked]>>
Cc: Bidipta Dutta <[email-masked]<mailto:[email-masked]>>; Safa Mursel <[email-masked]<mailto:[email-masked]>>; Manish Kumar <[email-masked]<mailto:[email-masked]>>; Nikhil Bishnoi <[email-masked]<mailto:[email-masked]>>; deeksha <[email-masked]<mailto:[email-masked]>>; Nashwa Elshafey <[email-masked]<mailto:[email-masked]>>
Subject: Audit Report: Jan 15 - Jan 21, 2023

CAUTION: External email sender. Use care when clicking on links or opening attachments!
Hi Team,

PFA audits between Jan 15 - Jan 21, 2023

Regards,
Apoorv
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com<http://www.landmarkgroup.com>

This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com