Subject: Re: Regarding response ratio
From: Apoorv Joshi <[email-masked]>
To: Mohd Imran <[email-masked]>
Cc: Manish Kumar <[email-masked]>, Elharith Elsiddig <[email-masked]>, Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>, Jessie Caparas <[email-masked]>, malik ismail <[email-masked]>, Mohammad Shababe Quamar <[email-masked]>, Nikhil Bishnoi <[email-masked]>, Mustehsan Siddiqui <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Thu, 14 Jul 2022 02:35:05 -0700 (MST)

Hi Imran, 

Thank you for sharing the below report. 

Yes we are already monitoring this on a regular basis and as discussed we will be doing our best to ensure the ratio stays as per the SLA for this month. I will cascade the below report with every Supervisor and will discuss with team on the steps to reduce this response ratio. 

Thank you for your guidance. 

Regards, 
Apoorv 

From: "Mohd Imran" <[email-masked]> 
To: "Apoorv Joshi" <[email-masked]>, "Manish Kumar" <[email-masked]>, "Elharith Elsiddig" <[email-masked]>, "Mahmoud Emadeldin Mahmoud Elsayed" <[email-masked]>, "Jessie Caparas" <[email-masked]>, "malik ismail" <[email-masked]>, "Mohammad Shababe Quamar" <[email-masked]>, "Nikhil Bishnoi" <[email-masked]> 
Cc: "Mustehsan Siddiqui" <[email-masked]>, "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Thursday, July 14, 2022 1:40:33 PM 
Subject: RE: Regarding response ratio 

Hi Team, 

Adding below response ratio for July 2022, till yesterday. We don’t see any such major improvements here, performance is reduced by 0.1 only. Let’s focus and close this month on or below 1.5 for all groups as we have more than half of the month available. 

	

LSM 						

Ithraa 						

HC KW 				

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 

Jan-22 	

9186 	

9795 	

18440 	

1.9 		

Jan-22 	

11342 	

11663 	

16501 	

1.4 		

Jan-22 	

460 	

459 	

928 	

2.0 

Feb-22 	

8437 	

8288 	

14852 	

1.8 		

Feb-22 	

9847 	

9253 	

13517 	

1.5 		

Feb-22 	

542 	

510 	

1025 	

2.0 

Mar-22 	

9052 	

8873 	

15857 	

1.8 		

Mar-22 	

13962 	

12262 	

16796 	

1.4 		

Mar-22 	

523 	

528 	

1114 	

2.1 

Apr-22 	

11997 	

11322 	

19566 	

1.7 		

Apr-22 	

22374 	

20319 	

28388 	

1.4 		

Apr-22 	

599 	

591 	

1050 	

1.8 

May-22 	

8030 	

8873 	

18469 	

2.1 		

May-22 	

11327 	

15714 	

26058 	

1.7 		

May-22 	

370 	

388 	

1015 	

2.6 

Jun-22 	

7234 	

7582 	

15456 	

2.0 		

Jun-22 	

10758 	

11139 	

19708 	

1.7 		

Jun-22 	

451 	

457 	

1277 	

2.8 

Jul-22 	

3226 	

3324 	

6437 	

1.9 		

Jul-22 	

4720 	

4728 	

7515 	

1.6 		

Jul-22 	

174 	

198 	

443 	

2.2 

From: Ankur Kwatra <[email-masked]> 
Sent: Friday, 1 July 2022 1:21 PM 
To: Mohd Imran <[email-masked]> 
Cc: deeksha <[email-masked]>; Manish Kumar <[email-masked]>; Elharith Elsiddig <[email-masked]>; saurabh <[email-masked]>; Mustehsan Siddiqui <[email-masked]>; Mahmoud Emadeldin Mahmoud Elsayed <[email-masked]>; Jessie Caparas <[email-masked]>; Malik Ismail <[email-masked]>; Mohammad Shababe Quamar <[email-masked]>; Apoorv Joshi <[email-masked]>; Nikhil Bishnoi <[email-masked]> 
Subject: Re: Regarding response ratio 

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

Dear Imran, 

Greetings! 

We were working on reducing the Response Ratio since the starting of the month. However, we believe it would have skyrocketed in the first half of the month when we found that KSA Escalation Matrix is not updated with the changes. 

We got it updated, and hopefully in the later half of the month the ratio would have fallen. So it averaged out to 1.7 for KSA team. The positive side is that the Response Ratio curve has flattened and we definitely hope to see a fall in the coming days. 

LSM Response Ratio being 2.0 is not a good sign either. Although it has fallen but its not something to brag about. The main reason which I believe is because of the lean number of tickets due to which the agents were left with no choice but to work on the Customer Responded tickets more frequently than before, which acted as a Bullwhip effect and led to the increase in the RR on the whole. Once the number of tickets are sufficiently available for the agents to work upon, the RR can be controlled. 

And for the HC KW team the RR is at its worse since last 6 months. The reason I believe is due to the nature of the queries on mostly WWD items. As per the discussion Nikhil, there are numerous cases which are going on-and-on since months. Also, we faced the similar issue where we found in the last week of June that the Escalation Matrix is not updated and hence there is no update. It has been corrected now. Once we start getting the resolutions quickly we should be able to control the RR for HC KW as well. 

Additionally, as Apoorv mentioned, I am personally monitoring the responses for the Ithraa agents and have been giving them feedbacks for sending any Redundant / Irrelevant response. We have also let go few agents who have been continuously sending Inappropriate Responses to the customers. 

I am optimistic to see the RR come down in the coming weeks. 

Regards 

Ankur K 

From: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "Manish Kumar" < [ mailto:[email-masked] | [email-masked] ] >, "Elharith Elsiddig" < [ mailto:[email-masked] | [email-masked] ] >, "saurabh" < [ mailto:[email-masked] | [email-masked] ] >, "mustehsan siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "Mahmoud Emadeldin Mahmoud Elsayed" < [ mailto:[email-masked] | [email-masked] ] >, "Jessie Caparas" < [ mailto:[email-masked] | [email-masked] ] >, "Malik Ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohammad Shababe Quamar" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, July 1, 2022 1:37:55 PM 
Subject: Re: Regarding response ratio 

Hi Imran, 

Thank you for your email. 

We have started doing separate audit regarding response ratio which is done by Ankur. If we see any cases where we find any unwanted responses we directly give the feedback to the agent and ask them to not follow this practice of unwanted responses. 

I will be speaking with the supervisors today in this regard and will be having a discussion with them. I will ask them to do this audit more rigorously and also will start giving warnings to the agents, we will also start penalizing them financially if we see no improvement in this asap. 

I apologize for this, We will make sure we are able to meet the standard set as per the SOP which is 1.2 or less. 

Thanks and Regards, 

Apoorv 

From: "Mohd Imran" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Apoorv Joshi" < [ mailto:[email-masked] | [email-masked] ] >, "deeksha" < [ mailto:[email-masked] | [email-masked] ] >, "Ankur Kwatra" < [ mailto:[email-masked] | [email-masked] ] >, "Manish Kumar" < [ mailto:[email-masked] | [email-masked] ] >, "Elharith Elsiddig" < [ mailto:[email-masked] | [email-masked] ] >, "saurabh" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Mustehsan Siddiqui" < [ mailto:[email-masked] | [email-masked] ] >, "Mahmoud Emadeldin Mahmoud Elsayed" < [ mailto:[email-masked] | [email-masked] ] >, "Jessie Caparas" < [ mailto:[email-masked] | [email-masked] ] >, "malik ismail" < [ mailto:[email-masked] | [email-masked] ] >, "Mohammad Shababe Quamar" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, July 1, 2022 1:21:43 PM 
Subject: RE: Regarding response ratio 

Hi Team, 

Despite raising it in the last month, we have not seen any major improvement in the response ratio, it has been observed in audits and on random tickets that agents are sending unwanted multiple responses to the customer. 

Can we have some action plan on this as to how we are going to reduce it, we are still way from our targeted benchmark which is around 1.2. 

	

LSM 						

Ithraa 						

HC KW 				

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 

Jan-22 	

9186 	

9795 	

18440 	

1.9 		

Jan-22 	

11342 	

11663 	

16501 	

1.4 		

Jan-22 	

460 	

459 	

928 	

2 

Feb-22 	

8437 	

8288 	

14852 	

1.8 		

Feb-22 	

9847 	

9253 	

13517 	

1.5 		

Feb-22 	

542 	

510 	

1025 	

2 

Mar-22 	

9052 	

8873 	

15857 	

1.8 		

Mar-22 	

13962 	

12262 	

16796 	

1.4 		

Mar-22 	

523 	

528 	

1114 	

2.1 

Apr-22 	

11997 	

11322 	

19566 	

1.7 		

Apr-22 	

22374 	

20319 	

28388 	

1.4 		

Apr-22 	

599 	

591 	

1050 	

1.8 

May-22 	

8030 	

8873 	

18469 	

2.1 		

May-22 	

11327 	

15714 	

26058 	

1.7 		

May-22 	

370 	

388 	

1015 	

2.6 

Jun-22 	

7234 	

7582 	

15456 	

2.0 		

Jun-22 	

10758 	

11139 	

19708 	

1.7 		

Jun-22 	

451 	

457 	

1277 	

2.8 

From: Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Wednesday, 1 June 2022 8:15 PM 
To: Mohd Imran < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Elharith Elsiddig < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] >; Manish Kumar < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] ; Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Shababe Quamar < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Re: Regarding response ratio 

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

Hello Imran, 

Thanks for sharing this report. We will investigate this and come back to you as soon as possible. 

@ Apoorv: please call me tomorrow to discuss this. 

Regards, 

Deeksha 

Sent from my iPhone 

On 1 Jun 2022, at 20:03, Mohd Imran < [ mailto:[email-masked] | [email-masked] ] > wrote: 

BQ_BEGIN

Hi Team, 

Sharing response ratio for groups bifurcated between LSM India, Ithraa, and HC Kuwait. 

We have closed May month way above our targets. None of the teams were able to achieve the targets, LSM and HC KW were above 2. 

Can the team do some RCA and check up on this and get back to us, that what went wrong? And why do we have these many numbers of responses on tickets. 

	

LSM 						

Ithraa 						

HC KW 				

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 

Jan-22 	

9186 	

9795 	

18440 	

1.9 		

Jan-22 	

11342 	

11663 	

16501 	

1.4 		

Jan-22 	

460 	

459 	

928 	

2 

Feb-22 	

8437 	

8288 	

14852 	

1.8 		

Feb-22 	

9847 	

9253 	

13517 	

1.5 		

Feb-22 	

542 	

510 	

1025 	

2 

Mar-22 	

9052 	

8873 	

15857 	

1.8 		

Mar-22 	

13962 	

12262 	

16796 	

1.4 		

Mar-22 	

523 	

528 	

1114 	

2.1 

Apr-22 	

11997 	

11322 	

19566 	

1.7 		

Apr-22 	

22374 	

20319 	

28388 	

1.4 		

Apr-22 	

599 	

591 	

1050 	

1.8 

May-22 	

8030 	

8873 	

18469 	

2.1 		

May-22 	

11327 	

15714 	

26058 	

1.7 		

May-22 	

370 	

388 	

1015 	

2.6 

From: Mohd Imran 
Sent: Wednesday, 11 May 2022 2:56 PM 
To: 'Saurabh Dadu' < [ mailto:[email-masked] | [email-masked] ] >; 'Deeksha Dadu' < [ mailto:[email-masked] | [email-masked] ] >; 'Elharith Elsiddig' < [ mailto:[email-masked] | [email-masked] ] >; 'Apoorv Joshi' < [ mailto:[email-masked] | [email-masked] ] >; 'Manish Kumar' < [ mailto:[email-masked] | [email-masked] ] >; [email-masked]' < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Shababe Quamar < [ mailto:[email-masked] | [email-masked] ] > 
Subject: RE: Regarding response ratio 

Hi Team, 

Sharing the response ratio across all groups. 

We haven’t closed April month on the required benchmark and May is also way above targets. 

Can we look into this, and get it reduced? on priority as we still have 20 days left in the month. LSM and HC KW are trending around 2.0. However, our targets are on are below 1.3. 

	

LSM 						

Ithraa 						

HC KW 				

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 

Jan-22 	

9186 	

9795 	

18440 	

1.9 		

Jan-22 	

11342 	

11663 	

16501 	

1.4 		

Jan-22 	

460 	

459 	

928 	

2.0 

Feb-22 	

8437 	

8288 	

14852 	

1.8 		

Feb-22 	

9847 	

9253 	

13517 	

1.5 		

Feb-22 	

542 	

510 	

1025 	

2.0 

Mar-22 	

9052 	

8873 	

15857 	

1.8 		

Mar-22 	

13962 	

12262 	

16796 	

1.4 		

Mar-22 	

523 	

528 	

1114 	

2.1 

Apr-22 	

11997 	

11322 	

19566 	

1.7 		

Apr-22 	

22374 	

20319 	

28388 	

1.4 		

Apr-22 	

599 	

591 	

1050 	

1.8 

May-22 	

2577 	

3372 	

6626 	

2.0 		

May-22 	

3765 	

7979 	

11354 	

1.4 		

May-22 	

114 	

130 	

287 	

2.2 

From: Mohd Imran 
Sent: Monday, 18 April 2022 5:17 PM 
To: Saurabh Dadu < [ mailto:[email-masked] | [email-masked] ] >; Deeksha Dadu < [ mailto:[email-masked] | [email-masked] ] >; Elharith Elsiddig < [ mailto:[email-masked] | [email-masked] ] >; Apoorv Joshi < [ mailto:[email-masked] | [email-masked] ] >; Manish Kumar < [ mailto:[email-masked] | [email-masked] ] >; [ mailto:[email-masked] | [email-masked] ] 
Cc: Mustehsan Siddiqui < [ mailto:[email-masked] | [email-masked] ] >; Mahmoud Emadeldin Mahmoud Elsayed < [ mailto:[email-masked] | [email-masked] ] >; Jessie Caparas < [ mailto:[email-masked] | [email-masked] ] >; Malik Ismail < [ mailto:[email-masked] | [email-masked] ] >; Mohammad Shababe Quamar < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Regarding response ratio 

Hi Team, 

Our response ratio is getting higher in comparison to the previous quarter. 

For LSM (India) it is around 1.9 and for KW HC it is above 2.0. Our targeted and agreed response ratio was between 1.2 to 1.3. However, we lacked here to achieve the targets. 

We should avoid repeated and unwanted responses to customers and try to close the case with as many as fewer responses. 

[ mailto:[email-masked] | @Elharith Elsiddig ] & [ mailto:[email-masked] | 
@Apoorv Joshi ] , please start marking down agents in the quality audit wherein unwanted or repeated responses have been sent to customers. 

Below is the detailed data from Jan to 17 April ’22 for all groups. Let’s target and reduce the ratio to the required one. 

We will be sharing this report weekly to gauge our performance and improvements. 

	

LSM 						

Ithraa 						

HC KW 				

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 		

Month 	

Tickets assigned 	

Tickets resolved 	

Responses 	

Resp. Rate 

Jan-22 	

9186 	

9795 	

18440 	

1.9 		

Jan-22 	

11342 	

11663 	

16501 	

1.4 		

Jan-22 	

460 	

459 	

928 	

2.0 

Feb-22 	

8437 	

8288 	

14852 	

1.8 		

Feb-22 	

9847 	

9253 	

13517 	

1.5 		

Feb-22 	

542 	

510 	

1025 	

2.0 

Mar-22 	

9052 	

8873 	

15857 	

1.8 		

Mar-22 	

13962 	

12262 	

16796 	

1.4 		

Mar-22 	

523 	

528 	

1114 	

2.1 

Apr-22 	

5891 	

5804 	

10285 	

1.8 		

Apr-22 	

9923 	

8968 	

10098 	

1.1 		

Apr-22 	

374 	

348 	

670 	

1.9 

Regards , 

Mohd. Imran 

Customer Support WEB TEAM. 

Landmark Tower, Dubai 

+971-45172116 

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. [ http://www.landmarkgroup.com/ | www.landmarkgroup.com ] 

BQ_END

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. [ http://www.landmarkgroup.com/ | 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